Customer support · Production

Telenor's virtual agent Telmi delivers conversational AI customer service with over 20 integrations

The problem

Telecom companies ranked last in customer satisfaction, and Telenor needed to digitize its customer service to provide fast, accessible support that delivered tangible solutions rather than just answers.

Workflow diagram · grounded in source
1
Customer accesses Telmi via website
trigger
“Telmi that, today, can be easily accessed via the telco's website”
2
Deep learning interprets customer request
ai_action
“Thanks to deep learning algorithms and natural language technologies, Telmi is able to understand and interact with customers at an advanced conversational level, delivering near-instant assistance at far greater speeds than traditional …”
3
Telmi retrieves account information
integration
“Telmi can access a customer's account and retrieve the information that they need, instantly”
4
Self-service solution delivered in chat
output
“Telmi offers a range of functionality to customers who are logged into their Telenor account, including requesting a PUK code, upgrading their mobile data plan, or viewing their invoice directly in the chat window”
5
AI trainer team monitors and improves
feedback_loop
“The AI trainer team is in charge of measuring the experience and satisfaction of customers as they interact with Telmi. They do this via boost.ai's easy-to-use software which allows them to monitor the quality of each integration, improv…”
Reported outcome

Telmi exceeded Telenor's expectations and achieved its defined business and ROI goals within the first year of launch, and proved itself an additional sales channel beyond its initial cost-cutting purpose.

Reported metrics
Unique integrationsover 20
business and ROI goals achievedeasily achieved within the first year
Expectations exceededexceeded the expectations
Reported stack
boost.aiTelmideep learning algorithmsnatural language technologies
Source
https://www.boost.ai/case-studies/enhancing-telecom-customer-experience-with-conversational-ai
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Telmi exceeded Telenor's expectations and achieved its defined business and ROI goals within the first year of launch, and proved itself an additional sales channel beyond its initial cost-cutting purpose.

What tools did this team use?

boost.ai, Telmi, deep learning algorithms, natural language technologies.

What results were reported?

Unique integrations: over 20; business and ROI goals achieved: easily achieved within the first year; Expectations exceeded: exceeded the expectations (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer accesses Telmi via website → Deep learning interprets customer request → Telmi retrieves account information → Self-service solution delivered in chat → AI trainer team monitors and improves.

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