Case Study: R-KOM achieves faster customer support with Camunda

R-KOM cuts average response time from 8 hours with Camunda

R-KOM, a telecommunications industry leader, faced a critical challenge with slow technical support, particularly for outages occurring outside business hours. Their manual ticketing and diagnosis process led to an average 8-hour response time, risking customer dissatisfaction and significant regulatory penalties. To address this, they partnered with Camunda to implement an agentic orchestration solution using Camunda Platform.

Using Camunda's agentic orchestration and BPMN modeling, R-KOM integrated AI agents into their support workflow to automatically handle low-level customer requests. This solution allowed human technicians to focus on complex cases while agents rapidly diagnosed and resolved simpler issues. The results included dramatically faster customer response times, increased technician efficiency, and a strong foundation for further automation, keeping R-KOM compliant with consumer protection regulations.

R-KOM