Case Study: China Mobile achieves faster, error-free customer service automation with Laiye

How China’s largest mobile operator achieves automation with Laiye

China Mobile, China’s largest mobile operator, needed to streamline tedious and exhausting front-end customer service work that involved manual data entry, logging into multiple systems, browsing menus, and sorting through large volumes of customer query data. To address these challenges, China Mobile partnered with Laiye and used its intelligent automation/RPA platform, including tools such as Automation Recorder, Automation Worker, Automation Commander, and Collaboration Hub.

Laiye implemented automation across customer service processes so staff could check query status, make needed changes, send notification emails, and record details more quickly and accurately. The results included 160+ bots running across 150+ scenarios, 7x24 automation services, 500+ employees spared from repetitive work, and 100% accuracy detected, helping China Mobile make operations faster, more efficient, and error-free.

China Mobile