Our client, a leading telecom provider, serves millions of customers across mobile, broadband, and digital services. With customer expectations rising, subscribers demanded real-time, consistent support across every channel from call centers and mobile apps to social media and chat. However, the telecom provider struggled to keep up. Support systems operated in silos, leading to fragmented, inconsistent, and delayed responses. Customers expected seamless service anywhere, anytime, but the company’s traditional tools couldn’t deliver.  

The Challenge

The telecom’s pain points included:

• Channel Silos – Call center, email, app chat, and social channels worked independently, with no unified view.
• Inconsistent Experiences – Customers often repeated the same issue across multiple channels.
• Slow Response Times – Lack of real-time resolution frustrated users.
• Customer Churn Risk – Competitors offering modern digital experiences began to attract dissatisfied customers.

The company needed a unified, intelligent solution that could power real-time, omnichannel support without overwhelming human teams.

The Solution: Amantra Agentic AI

The telecom partnered with Amantra to deploy Agentic AI-powered customer support agents capable of delivering consistent, real-time engagement across all channels.

Key Features

• • Omnichannel Integration – Unified support across IVR, mobile app, website, WhatsApp, and social platforms.
  • Real-Time Resolution – AI agents instantly handled high-volume, repetitive queries (plan info, usage, billing, outages).
  • Context Retention – Conversations carried over seamlessly across channels without customers repeating themselves.
  • Smart Escalation – Complex cases are routed to live agents with full context, reducing frustration.
  • Customer Insights – Analytics identified trends, enabling proactive service improvements.

 

The Results

Within weeks, the telecom saw measurable improvements:

• 70% Faster Response Times – Customers received real-time support across channels.
• Unified Experience – Omnichannel consistency eliminated repeated queries.
• +30% Increase in Customer Satisfaction (CSAT) – Customers valued seamless, instant engagement.
• 40% Lower Support Costs – Automation handled repetitive issues at scale.
• Reduced Churn Risk – Improved experiences strengthened customer loyalty.

 

Why This Matters

Today’s customers expect real-time, personalized, omnichannel support. Telecoms that lag risk losing subscribers to more agile competitors. By adopting Amantra's Agentic AI, this telecom transformed its service model into a future-ready, customer-first experience, turning support into a growth driver instead of a churn risk. Unify your support channels. Deliver real-time customer experiences with Amantra Agentic AI.