customer_support · energy · workflow
Telenor's virtual agent Telmi delivers conversational AI customer service with over 20 integrations
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer accesses Telmi via website
Customers can easily access Telmi via Telenor's website.
Tools used
boost.aiTelmideep learning algorithmsnatural language technologies
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.
Results
Volumeover 20
Running sinceJanuary 2019
Source
https://www.boost.ai/case-studies/enhancing-telecom-customer-experience-with-conversational-ai
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
chatbotconversational aisupport agentchat transcripthuman review describednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedtelecomcustomer satisfactionresponse time reductionvendor customer storycustomer supportautonomous resolution