Solution Retail
AI Voice and Chat Bots for Telecom Customer Service
Multilingual AI voice and chat bots on Azure that complete account transactions and serve customers around the clock for mobile network operators.
55%Call deflection rate
24/7Service availability
-65%Average wait time
Typical outcomes for this kind of engagement. Results depend on your data and starting point.
THE CHALLENGE
Contact volumes at mobile operators rise faster than multilingual agents can be recruited and trained, and wait times grow.
- Rising call volumes outpacing multilingual agent recruitment
- Long wait times increasing abandonment
- IVR and digital channels unable to complete transactions
OUR APPROACH
CloudGate builds multilingual AI voice and chat bots grounded in the operator's product, pricing and policy knowledge, using Azure OpenAI, Azure AI Speech, Azure AI Search and Copilot Studio.
- Multilingual voice and chat bots with dialect handling
- Direct billing and provisioning integration for live transactions
- Plan changes, top-ups, bundle activation, balance and usage queries
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