In today’s fast-paced digital landscape, customer support is not just about solving issues, it’s about doing so quickly, intelligently, and at scale. That was the challenge faced by a leading telecommunications provider in Portugal, struggling with an overwhelming volume of repetitive support queries and rising operational costs.
With thousands of customer queries flooding its support channels daily, many of them simple and repetitive, the telco needed a smarter, more scalable way to assist customers without compromising service quality. The objective was clear: reduce call center pressure and improve customer experience through automation.
Our Solution
We partnered with the provider to design and implement an AI-powered virtual assistant strategy that reimagined their entire support journey. Our approach focused on three key pillars:
1. Smart FAQ Flow Design
We mapped and built dynamic FAQ flows that helped pre-qualify customer intent. By understanding what the user was looking for before the assistant stepped in, we ensured more accurate responses and a streamlined support process from the very first click.
2. Context-Aware Virtual Assistant
Rather than delivering generic responses, the assistant followed smart decision trees based on each user’s path through the FAQ flows. This allowed for highly contextual, personalized interactions, significantly boosting automation success and customer satisfaction.
3. Seamless Human Escalation
When the assistant encountered a complex or unresolved issue, the conversation was escalated to a human agent with full context handover. This ensured continuity, eliminated the need for customers to repeat themselves, and enabled faster issue resolution.
The Results
The impact was immediate and measurable:
- 60% call center deflection: The virtual assistant absorbed the majority of repetitive queries, easing the load on human agents.
- Improved customer satisfaction: Users received faster, more relevant answers, improving the overall support experience.
- Increased operational efficiency: By eliminating repetitive workloads, the support team could focus on high-value interactions.
This success story demonstrates the power of combining smart design with AI to create a scalable, human-centric support model. By focusing on user intent, contextual interaction, and seamless escalation, we helped one of Portugal’s leading telcos turn a cost center into a competitive advantage.
