Netomi
Case Studies
Singtel Enhances Telecom Customer Service with Netomi’s AI
Overview
Singtel Enhances Telecom Customer Service with Netomi’s AINetomi |
Platform as a Service (PaaS) - Application Development Platforms | |
Telecommunications | |
Sales & Marketing | |
Onsite Human Safety Management Time Sensitive Networking | |
Training | |
Operational Impact
The integration of AI into Singtel's customer service operations has significantly improved the company's ability to provide high-quality customer care. The AI platform has not only decreased email ticket resolution time but also alleviated time-intensive and mundane work from human agents. This has allowed the agents to focus on more complex and unique customer queries. The AI agent's ability to automate requests in seconds and its integration with back-end systems have streamlined the process of handling customer requests. The complex training and logic of the AI agent, along with its ability to pull real-time data from various systems, ensure that the customer experience is never compromised and is hyper-personalized. The AI is leveraged only when it will provide the optimal experience, ensuring high first contact resolution. | |
Quantitative Benefit
96% of customers are satisfied with the resolution on first contact | |
Average response time has been reduced to 15 seconds | |
Operating costs have been reduced by 30% | |