Reshaping Customer Support for a Telecom Giant with GenAI Solutions

When we talk about delays and multiple manual errors in a process, we go to one solution i.e. automation. In this case, our AI developers proposed leveraging Generative AI and large language models to address these challenges.

• Automated Chatbot Integration: We developed and integrated an AI chatbot capable of handling a wide range of customer queries 24/7, significantly reducing the call volume to human agents.
• 24/7 Response Framework: The AI system was trained on the company’s knowledge base, ensuring consistent and accurate responses to customer inquiries at any time, any day.
• Collaboration and Communication: Our staff augmentation team led a seamless collaboration between the client’s in-house team and our augmented workforce through regular communication channels and project management tools.
• Escalation Management: The chatbot was specifically programmed to recognize complex issues and seamlessly escalate them to human agents with detailed context, improving resolution times with customer queries.
• Operational Cost Reduction: By automating routine queries, the company could reduce the size of its support staff, cutting operational costs while maintaining high service levels.
• Learning and Improvement: The AI system was trained to learn from interactions, becoming more efficient and accurate over time, further enhancing customer satisfaction.