GenAI led contact center solution transforming telco service experience

As customer volumes grow, telecom providers face increasing pressure to deliver faster service without continually expanding contact center resources. A leading telecom operator was dealing with fragmented platforms, limited automation and disconnected knowledge across its customer service operations. 

Systems Limited, in collaboration with Microsoft, helped transform the contact center with generative AI, conversational AI and a unified omnichannel customer service platform designed to handle routine interactions while giving agents the intelligence and context needed for more complex cases. 

The transformation resulted in AI handling 50% of all text-based customer conversations, helping reduce repetitive workload on contact center teams and create greater capacity to serve customers at scale.  

Explore the case study to see how the solution was designed, implemented and scaled across the customer service journey.