A major telecom operator adopted a Voice AI Agent to handle billing inquiries, plan activations, and simple troubleshooting.
“TelecomPlus” discovered that 70% of calls involved straightforward queries like balance checks, new data plans, and SIM replacements. Each call took four minutes on average, straining the call center. The goal was to automate these routine tasks and reduce overall costs.
70% of inbound calls dealt with common billing or plan topics.
Average handle time was 4 minutes per call.
60% of standard inquiries were resolved by the AI Agent, cutting average handle time to 2 minutes.
Customer satisfaction improved by 10%, citing quicker solutions.
Some reps transitioned to advanced support, boosting complex resolution rates by 15%.
The AI Agent authenticates callers, provides billing details, and offers plan upgrades.
More complex issues are escalated to live agents.
