Telecom Technical Support Resolution Agent
First-contact resolution: 34% → 71%
Client Context
A regional telecom operator with 800K subscribers. Technical support team handling 8,000+ contacts per week with Tier-1 resolution at only 34%.
The Challenge
Most technical issues followed predictable patterns but required agents to run through lengthy diagnostic scripts. High turnover meant constant retraining, and resolution quality varied significantly between agents.
Our Approach
The AI agent diagnoses connectivity issues, runs remote diagnostics via API integration with network management systems, guides customers through troubleshooting, and escalates complex cases with complete diagnostic context.
Timeline: 12 weeks
The Results
- First-contact resolution improved from 34% to 71%
- Average handling time reduced by 40%
- Agent training time reduced from 6 weeks to 2 weeks
- Customer satisfaction improved by 0.8 points
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