Case Study: TelOne reduces customer wait times with Kommunicate chatbots

TelOne shifts 25% of support agents to complex issues with Kommunicate

TelOne, Zimbabwe's largest telecommunications provider, faced a significant challenge with long in-person queues for purchasing data packs and a website that was off-putting to non-tech-savvy customers who were concerned about data usage. To overcome this, they turned to Kommunicate for a solution involving a WhatsApp-integrated chatbot.

Kommunicate implemented an AI-powered WhatsApp chatbot that integrated seamlessly with TelOne's existing DialogFlow system. This solution allowed customers to check balances, recharge, and get support directly through WhatsApp. The implementation by Kommunicate had a measurable impact, handling common queries automatically and enabling 25% of the support team (5 out of 20 agents) to be shifted to more complex issues, significantly reducing agent workload.

TelOne