Case Studies > Singtel Enhances Telecom Customer Service with Netomi’s AI

Singtel Enhances Telecom Customer Service with Netomi’s AI

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Onsite Human Safety Management
Time Sensitive Networking

Services

Training

About The Customer

Singtel is one of the largest telecommunications companies in Singapore, serving over 640 million customers. The company is committed to providing a positive customer experience and has recognized the importance of this in customer retention. With the rapid rise in customer expectations for effortless, immediate, and convenient support, Singtel has been proactive in seeking innovative solutions to enhance its customer service operations. The company has a high volume of email tickets and a diverse range of customer queries and requests, from applying for a new line to activating a new roaming plan.

The Challenge

Singtel, one of the largest telecommunications companies in Singapore, was facing a challenge in providing a positive customer experience to its over 640 million customers. The expectations of the customers for effortless, immediate, and convenient support were rising rapidly. The company was struggling with a high volume of email tickets, which had an average resolution time of over 24 hours. Many of these tickets were highly repetitive scenarios. Furthermore, certain tasks, such as activating a new plan on a customer's account, required agents to access multiple systems and engage in back-and-forth interactions to confirm various details, taking over 10 minutes per request.

The Solution

To address these challenges, Singtel partnered with Netomi to integrate AI into its customer service operations. Singtel used Netomi’s powerful AI platform to resolve a broad range of customer questions in seconds, such as applying for a new line, renewing a contract, changing a delivery time, or activating a new roaming plan. The company launched its virtual agent on email, integrating it into its existing agent desk platform, Focal Scope. This allowed for seamless transfer of customers to human agents when necessary. For complex tasks such as activating a new plan, the AI agent was trained to automate these requests in seconds, made possible by integrations with back-end systems. Singtel’s AI agent was also trained to route very specific cases and customers to human agents immediately, based on complex routing rules and real-time data pulled from the CRM and 15 other back-end systems.

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