Case Study: Telenor achieves 24/7 customer support and major cost savings with Artificial Solutions' Teneo Virtual Assistant

Telenor Calls in Intelligent Virtual Assistant

Telenor, Sweden’s leading mobile operator, was facing rapid network growth, a price war, and rising demand for 24/7 customer support. To reduce pressure on phone and email channels, Telenor worked with Artificial Solutions and its Teneo Virtual Assistant to move more customer service traffic to web-based self-service.

Artificial Solutions implemented the intelligent virtual assistant “Emma” to answer routine questions, provide troubleshooting help, and route complex cases to live agents via chat when needed. The result was nearly 5,000 questions handled per day, with less than 4% of queries escalated to live agents, and 66% of customers saying they would return to Emma for future questions.

Telenor

Lotta Jacobsson

Online Business Development Manager