Our Client
A growing telecommunications firm with presence across multiple regions in India.
Challenges
The challenges our client faced
The telecom company was struggling to manage a growing number of customer inquiries. High call volumes, limited staff availability, and inconsistent responses led to long wait times, frustrated customers, and inefficient operations.
- Repetitive high-volume queries on data balances, bill payments, plan upgrades, and network issues resulting in redundant support tasks that overburdened agents.
- Calls to customer support often having wait times of 5-10 minutes, frustrating customers and lowering satisfaction levels.
- Human agents being unavailable during off-hours, leaving customers without round-the-clock support.
- Different agents giving inconsistent responses, reducing trust in the service.
- Maintaining a large call centre for peak and off-peak hours was costly and inefficient.
- During plan launches or network issues, the call centre became overwhelmed, leading to dropped calls and unresolved queries.
Solution
Lola conversational Ai voice bot
Lola conversational Ai voice bot
We partnered with the telecoms company to deploy the Lola Ai voice bot to automate routine inquiries and enhance customer support efficiency. The voice bot:
Task Resolution
Automated routine, high-volume inquiries related to billing, plan information, password resets, and common network issues.
Voice & Chat
Lola operated seamlessly across chat and voice, providing 24/7 instant responses
Consistent
Ensured consistent and accurate information
Lola conversational Ai voice bot
We partnered with the telecom company to deploy the Lola conversational Ai voicebot.
Timely Escalations
Beyond automation, Lola was designed to work hand-in-hand with human agents by intelligently escalating complex or sensitive inquiries with full context to deliver a superior experience.
Resource Optimisation
This orchestration allowed human agents to focus on high-priority cases and cut operational costs by optimizing resource usage
Elevated CX
Maintained a high-quality customer experience even during peak periods such as plan launches or outage spikes.
Result
After we worked with the telecom company to deploy Lola, they experienced a range of measurable improvements:
- Call volume was reduced by 50%, with routine queries handled automatically.
- 24/7 availability ensured instant support, increasing engagement and satisfaction by 35%.
- Operational costs decreased by 30% due to reduced dependency on human agents.
- Accuracy and consistency of responses from customer support increased by 65%,
- Human agents could focus on high-priority queries, improving productivity and efficiency by 25%.
- Average handling time dropped by over 70%, with customers able to get answers in under two minutes, depending on query complexity.
Lola’s human-like intelligence turned customer conversations into dynamic, two-way engagements. Instead of mechanical replies, customers experienced empathy, accuracy, and natural flow, resulting in higher satisfaction and brand loyalty.
Results
After we worked with the telecom company to deploy Lola, they experienced a range of measurable improvements:
50%
Call Volume
Call volume was reduced by 50%, with routine inquiries handled automatically
35%
Customer Satisfaction
24/7 availability ensured instant support, increasing engagement and satisfaction by 35%
30%
Op Expense
Operational costs decreased by 30% due to reduced reliance on human agents
65%
Response Accuracy
Accuracy and consistency of responses from customer support increased by 65%, boosting trust in the service
25%
Efficiency Gain
Human agents could focus on high-priority inquiries, improving productivity and efficiency by 25%.
70%
AHT
Average handling time dropped by over 70%, with customers able to get answers in under two minutes, depending on inquiry complexity.
“Lola has transformed how we support our customers. Our call centre efficiency has improved dramatically, and customers appreciate getting instant answers without waiting on hold. The integration was smooth, and the results speak for themselves.”
Customer Support Desk Manager
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