Case Study: Slovak Telekom improves customer service with Born Digital’s Virtual Assistant Olivia

Slovak Telekom boosts customer service with AI automation

Slovak Telekom, a telecommunications leader in Slovakia, faced the challenge of handling a high volume of daily customer inquiries, which resulted in long wait times for callers when all agents were busy. To eliminate this negative experience and provide faster support, they partnered with vendor Born Digital to implement the AI Virtual Assistant Olivia, which uses NLU and Conversational AI.

Born Digital's solution involved deploying the Olivia virtual assistant on both voice and chat channels to identify customer problems, route them to the correct department, and even resolve simpler issues automatically. This innovation provides 24/7 support and has transformed customer interactions for Slovak Telekom. The measurable impact includes handling 3.5 million interactions yearly and resolving 35% of all customer queries directly through the virtual assistant, leading to increased customer satisfaction and sustainable business growth.

Slovak Telekom

Peter Červenák

Business Consultant