The challenge
Contact volumes were growing faster than the operator could hire. Customers waited minutes on hold for routine requests — plan changes, billing questions, roaming activation — while skilled agents spent their days on repetitive work. Earlier chatbot projects had stalled because they could answer questions but could not actually do anything in the operator’s billing and provisioning systems.
What we did
- A forward-deployed DigiEx pod mapped the twenty highest-volume contact reasons with the operator’s CX and IT teams.
- We built voice and chat agents on the DigiEx Agentic Stack, integrated with billing, CRM and provisioning so agents could take action, not just answer.
- Every agent was tested against thousands of historical conversations before launch, with guardrails for identity verification and sensitive changes.
- Hand-offs to human agents carry a full summary, so customers never repeat themselves.
The outcome
Within ten weeks the first agents were live in production. Today they resolve the majority of inbound contacts end to end, human agents focus on complex and high-value conversations, and the operator’s own team ships new agent skills using the same stack.
