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The challenge

The operator’s contact centre handled millions of calls a month, mostly billing questions, plan changes and basic technical support. At peak times customers waited several minutes while operating costs rose every year.

The solution

VDX AI deployed voice and chat agents connected directly to BSS/OSS. Agents authenticate subscribers, look up bills, change plans, diagnose network issues and open technical tickets without a human agent.

  • Phase 1: billing and plan changes on chat.
  • Phase 2: expansion to the voice contact centre.
  • Phase 3: tier-1 technical support and retention.

Results

  • Most repetitive calls fully resolved by agents.
  • Peak waiting time cut from minutes to seconds.
  • Significant reduction in contact-centre cost.
  • Human agents focused on enterprise customers and complex cases.

Customers don’t need to know who they’re talking to. They just need the problem solved now.

Lessons learned

A phased rollout starting with the lowest-risk channel built internal trust in AI before expanding to more critical processes.