Case Study: Global Telecom Provider automates customer service across 11 countries with Engageware

Global Telecom Provider automates customer service across 11 countries in 15 weeks with Engageware

A major global telecom provider needed to modernize its customer service across 11 countries, dozens of digital channels, and hundreds of millions of subscribers. The challenge was to automate and scale this service efficiently. They partnered with Engageware to implement an AI-powered self-service solution.

Engageware deployed its solution across all 11 markets in just 15 weeks, automating 100% of mapped customer workflows within 90 days. The results included launching over 1.5 million web conversations and 250,000 WhatsApp conversations across more than 40 customer engagement channels at scale. This was supported by over 90 integrations and 2,500 localized content assets, allowing Engageware to successfully automate the provider's customer service.