Rigid bots failed on 700 languages, flooding agents. GenAI now parses local dialects, cutting daily agent calls from 8,000 to 1,000.
Indonesia's leading digital telecommunications provider serves over 159 million mobile subscribers across 17,000 islands where more than 700 languages are spoken.
Surging demand overwhelmed support agents with 8,000 daily calls, leading to staff burnout from managing routine inquiries manually. A previous...
“We have enhanced Veronika’s ability to interact with customers, using natural and empathic language, which makes customers feel as though they are being assisted by a human. The new Veronika also incorporates light-hearted humor and a touch of emoticons into the conversations. She can craft responses by intelligently combining the latest information from multiple FAQs and Azure OpenAI to supply more insightful answers.”
Mobile network and digital telecommunications provider in Indonesia.
Enterprise software, cloud infrastructure, and consumer electronics platform.
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