Chatbots for support

01. The Challenge

A major European telecom operator with more than 12 million subscribers faced a surge in support demand. Daily inquiries ranged from billing questions and 5G connectivity issues to device setup and network outages. Tier-1 agents averaged 18 minutes for first response, while 38% of cases escalated to Tier-2 due to inconsistent knowledge and slow CRM access.

Customer satisfaction fell to 68%, NPS dropped to 42, and monthly agent turnover exceeded 22%. Fragmented support channels — chat, email, social media, and phone — caused duplicate inquiries, lack of proactivity, and rising operational costs, putting pressure on margins in a hyper-competitive market. The operator needed a scalable, intelligent solution to automate routine support, improve customer experience, and reduce operational strain.

02. The Solution

We designed and implemented a full-scale chatbot ecosystem based on private LLMs and a multi-agent architecture to fully automate Tier-1 support.

Key solution features:

• Advanced intent recognition: Agents understood queries in full session context, enabling precise and contextual responses.
• Real-time data access: Instant retrieval of CRM, billing, network, and device data for accurate issue resolution.
• Autonomous query resolution: Handled 85%+ of routine and mid-complex requests such as billing inquiries, tariff changes, diagnostics, password resets, and outage alerts.
• Smart escalation: Complete context handover ensured Tier-2 agents received all information, eliminating repeat explanations.
• Multilingual support: 14 languages including dialects, with tone adaptation for improved customer engagement.
• Continuous self-improvement: Machine learning from user feedback optimized responses and increased accuracy over time.
• End-to-end delivery: Discovery workshops, secure architecture design, phased development, staged rollout, team training, and 24/7 monitoring and technical support ensured seamless implementation.

The ecosystem also enabled predictive service insights, proactive alerts, and personalized upsell opportunities, transforming support from a reactive cost center into a strategic business lever.

03. The Result

• Autonomous Tier-1 resolution reached 87%, dramatically reducing human workload.
• Escalations to Tier-2 dropped by 71%, ensuring faster resolution for complex cases.
• First-response time decreased to under 90 seconds, improving customer experience.
• Customer satisfaction (CSAT) jumped to 93%, and NPS climbed to 78.
• Operating costs reduced by 52% due to optimized staffing and round-the-clock coverage.
• The platform processed 1.8 million interactions in the first six months with 96% intent accuracy.
• Support-related churn decreased by 28%, strengthening customer retention.
• The ecosystem became the foundation for predictive service, proactive alerts, and personalized upselling, solidifying the client’s leadership in digital customer experience.