Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
An Asian communications technology group reaching over 820 million mobile customers across 20 countries manages high volumes of diverse service requests, from routine mobile issues to international roaming setups.
High volumes of routine requests forced customer service agents to spend time on basic troubleshooting rather than complex cases requiring human...
“Putting our customers first has always been at the heart of what we do. The deployment of agentic AI across chat and voice is about delivering real value — more personalised experiences, greater convenience and faster, more responsive service. By using AI to support our customer service teams, we can ensure customers are promptly and well assisted, while empowering our agents to focus on more complex cases where human expertise matters most. Our AI agents are designed to understand local expressions and even Singlish, reflecting our roots as a homegrown company serving a diverse nation. This marks an important step in redefining how we build and sustain customer relationships in the AI era.”
Mobile, broadband, and digital television services for consumers and enterprises.
AI agent platform for autonomous enterprise customer service.
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