Case Study: Global Telecom Provider achieves 83% IT Service Desk automation with Amelia

Global Telecom Provider - Customer Case Study

Global Telecom Provider, a telecom company with 107,000 employees worldwide, needed a way to keep its IT service desk responsive amid more than a million annual contacts and surging demand at peak times. The company wanted to make sure employees could get fast help around the clock without overloading its human support team.

Amelia was introduced as an AI-powered IT service desk agent to handle first-line support requests such as password resets, distribution list changes, permission updates, email issues, and two-factor authentication. Amelia now handles 83% of IT service desk requests for more than 20,000 English-speaking staff, has held over 100,000 conversations, and has achieved 93% intent recognition while improving end-to-end processes and speeding approvals through automation.