Sprinklr

The Challenge

A leading telecommunications provider wanted to make it easier for its more than 1,500 agents to deliver fast, personalized support. But with customer information spread across multiple CRM systems, agents often spent valuable time searching for context, piecing together customer histories and managing administrative tasks instead of focusing on the conversation itself. Without a unified view of the customer or real-time guidance during interactions, the company needed a way to simplify the agent experience while improving service quality and operational efficiency.

The Solution

The telecommunications provider took a measured approach to AI adoption, deploying Agent Copilot in phases and validating the impact of each use case before expanding it across its more than 1,500-agent contact center. Deployed alongside agents on every voice interaction, Agent Copilot helped unify customer information, automate repetitive tasks and deliver real-time support during conversations. Operating in a large, multilingual environment, the company was able to create a more streamlined and consistent agent experience while improving service quality and operational efficiency.

Putting customer context at agents' fingertips

Agent Copilot helps agents access, understand and document customer interactions without navigating multiple systems. Through Smart Handover, customer profiles and interaction histories from disparate CRM platforms are consolidated into a single, concise summary, reducing time spent searching for information and giving agents the context they need to personalize conversations. At the end of each interaction, Case Summary & CRM Handoff automatically generates a structured summary that agents can review and paste into external CRM systems, reducing manual after-call notetaking and improving consistency of the case records.

Proactive intervention and operational efficiency

Beyond surfacing customer context, Agent Copilot actively supports agents throughout each interaction. Escalation Detection monitors live conversations in real time to detect signals of customer frustration or risk of escalation, enabling agents and supervisors to intervene. The solution also automates routine tasks such as Personal Unblocking Key (PUK) code retrieval, allowing customers to quickly regain access to locked SIM cards. By resolving this frequent, low-complexity request without agent intervention, it increases efficiency while maintaining a seamless customer experience.

Driving value from every customer interaction

Agent Copilot also supports more relevant customer engagement through sales recommendations. By combining real-time customer satisfaction detection with contextual recommendation logic, the solution surfaces relevant upsell and cross-sell opportunities at the right moment in the conversation. This helps agents deliver more personalized interactions while identifying opportunities to extend value to customers when appropriate.

The Outcome

By taking a measured, pilot-first approach to AI adoption, the telecommunications provider was able to validate impact before expanding capabilities more broadly across its contact center. Early results demonstrated the potential of equipping agents with customer context, intelligent automation and real-time sales recommendations, delivering measurable gains in both business performance and the agent experience.

Pilot results include:

32% sales growth among teams piloting the real-time sales recommendations
8% improvement in sales conversion rates for internet products
48% increase in sales of mobile voice products
79% agent satisfaction with the real-time sales recommendation experience.
An estimated $6.25 million in incremental monthly recurring revenue potential with broader deployment.

With measurable results established through its initial pilot, the company continues to expand Agent Copilot capabilities across its contact center, building on proven gains in agent productivity, customer experience and business performance.