AI absorbs 70% of routine queries — status, balance, plan changes — agents handle what only humans can. ₹40 Cr saved at telco scale.
Most customer queries are status checks, balance enquiries and plan-change requests. AI handles them in 5 Indian languages, 24/7, with zero hold time. Complex cases — billing disputes, hardship, technical escalations — route to humans with full context. Our largest deployment replaced 1,200 manual seats and lifted CSAT by 12 points.
A typical support automation flow, end-to-end.
Caller / chatter is routed to AI by language preference and account context.
Status, balance, plan, recharge, password reset — handled in <60 seconds without human touch.
Complex / emotional / out-of-scope queries route to humans with conversation summary attached.
Resolution summaries and follow-up confirmations sent via DLT-compliant SMS.
Claude-powered AI agent, 5 Indian languages, full conversation logging.
Confirmation messages, follow-up reminders, satisfaction surveys.
1,000-call pilot. Real CSAT comparison in 30 days.