Case Study: Top Telco Company automates customer support and sales with Druid AI agents

Top Telco Company Automates Customer Support and Services Acquisition With AI Agents

a top telco company faced the challenge of providing excellent customer support and sales experiences in a highly competitive market with high customer churn. To meet modern demands for instant, automated service while controlling costs, they needed to digitally transform their customer-facing operations and move away from reliance on large contact centers. They partnered with Druid to implement an AI agent solution.

Druid implemented an AI agent named TIM, powered by their agentic technology, on the company's website. The solution automated customer support, handled FAQs, managed account services like payments and renewals, and guided both new and existing customers through sales processes for its vast service portfolio. This provided a personalized, 24/7 digital experience for customers while boosting the productivity of the telco's sales consultants and reducing the need for a massive support team.