Leading telecommunications provider delivers 76% containment rate with AI agents

The Challenge

A leading telecommunications provider wanted to scale digital self-service and reduce pressure on its customer care operation. Its legacy, button-based chatbot could answer simple questions, but it was limited in its ability to understand natural-language requests, maintain conversational context and support personalized, multi-step customer journeys.  

As billing, payment and account-related inquiries continued to drive significant contact volume, the provider needed a more sophisticated approach to self-service. Operating across a multilingual customer base, it sought a solution capable of supporting natural conversations, handling both general and personalized requests and resolving routine customer needs without agent intervention. The goal was to increase containment, improve operational efficiency and allow human advisors to focus on more complex customer issues.

The Solution

To expand digital self-service while improving operational efficiency, the telecommunications provider implemented AI agents as the foundation of its customer service strategy. The solution enables customers to resolve both general inquiries and account-specific requests through natural conversations. This creates a scalable automated experience while preserving seamless access to human advisors for more complex support needs.
 
The transformation followed a phased roadmap, evolving from informational, knowledge base-driven support to authenticated customer journeys capable of handling billing, payment and account-related requests. By combining conversational AI, secure backend integrations and multilingual support capabilities, the company created a scalable self-service experience that empowers customers to resolve more inquiries independently while giving human advisors more time to focus on complex and high-value support needs.

From knowledge-based support to transactional self-service

The telecommunications provider now uses Sprinklr AI Agents to support a wide range of customer inquiries through natural-language conversations. Beyond answering general service and product questions, the solution enables customers to resolve routine service requests, access account information and complete common support journeys without assistance from a human advisor. These interactions extend beyond general information requests to include authenticated billing, payment and account-related needs, allowing customers to complete routine transactions through self-service channels.

Personalized support through secure backend integration

By integrating AI Agents with existing systems, the company extended automation beyond knowledge-based support into personalized, account-specific experiences. Customers can securely access billing and service information, complete routine requests and receive assistance tailored to their individual account context through a single conversational experience — including account-specific billing and payment-related inquiries.

Multilingual support at scale

Operating in a multilingual environment, the company needed to deliver consistent customer experiences across languages and channels. Sprinklr AI Agents enable customers to engage in their preferred language while maintaining consistent service quality and information across channels — helping drive broader adoption of digital self service.

AI-powered orchestration across enterprise systems

Sprinklr AI Agents connect customer conversations with knowledge resources, backend systems, business rules and real-time customer data. This enables the organization to automate both informational and transactional interactions while maintaining control over customer data, authentication and business decision-making processes, with seamless escalation to human advisors when needed.

The Outcome

By implementing Sprinklr AI Agents, the telecommunications provider expanded digital self-service capabilities while creating a scalable foundation for AI-powered customer support. The organization now delivers multilingual, conversational support across a growing range of customer journeys — helping customers resolve routine inquiries more efficiently while reducing reliance on traditional support channels. 

Key Results

• Handled 40,000+ customer interactions within 4 months of launch 
• Achieved a 76.18% containment rate through automated journeys within four months of launch 
• 2,300+ average weekly conversations 
• Support delivered across multiple languages 
• Expanded from knowledge-based support to authenticated customer journeys