Asia-Pacific Tokyo, Japan · Telecommunications
Transforming customer service at a telecom operator
A telecom wanted AI in customer service that improved experience rather than frustrating customers.
Service: AI-Native Transformation Illustrative case study. Representative of our work and anonymized. It does not name a client, and the outcome is described qualitatively.
The challenge
Previous automation had pushed customers into dead ends, and trust in AI support was low both inside and outside the company.
What we did
- Redesigned the service workflow so AI resolved what it could and handed off gracefully when it could not.
- Built evaluation around real customer outcomes, not deflection alone.
- Shipped with monitoring and a clear owner.
The outcome
The operator put a customer-service workflow into production that customers and agents actually trusted, with a pattern to extend.