AI Customer Service Platform for TelecomX
Deployed AI voice and chat agents that handle 80% of customer support autonomously, serving 2M+ subscribers.
The Challenge
TelecomX was handling 50,000 customer support contacts daily with 800 human agents. Wait times averaged 18 minutes. Agent turnover was 40% annually. The unit economics of human support were unsustainable at their growth rate.
Our Solution
We built a Voice AI system using ElevenLabs for natural voice synthesis and GPT-4o for conversation intelligence, combined with an omnichannel chat agent. The AI handles billing, troubleshooting, upgrades, and cancellation prevention autonomously.
Our Approach
We designed intent classification with 150+ telecom-specific intents, integrated with their billing system and CRM for real-time account data, and implemented warm handoff to human agents for complex cases. A/B testing optimized resolution rates over 8 weeks.
TechVerse delivered a Voice AI system that handles 80% of our 50,000 daily customer contacts without human intervention. Wait times dropped from 18 minutes to under 2 minutes. The ROI is extraordinary.
Project Details
Technologies Used
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Let's scope your project. We'll provide a fixed-price estimate and kick off within 48 hours — no obligation.
- US-based project manager from day 1
- Fixed-price — no scope creep surprises
- NDA signed before we discuss your idea
- 48-hour kickoff after contract