Case Study: Singtel achieves 96% first-contact resolution and 30% cost reduction with Netomi

Singtel raises the bar for telecom customer service with Netomi’s powerful AI

Singtel, one of the largest telecommunications companies in Singapore, faced rising customer expectations and a high-volume email backlog with average resolution times historically over 24 hours. To scale high-quality, immediate support and improve retention, Singtel partnered with Netomi, deploying Netomi’s AI platform and an email virtual agent integrated with its agent desk (Focal Scope).

Netomi automated common email use cases and tied the virtual agent into the CRM and 15 other back-end systems to handle complex logic and route specific cases to humans when needed. The Netomi solution resolved many requests in seconds, drove 96% first-contact satisfaction, achieved a 15-second average response time, and delivered a 30% reduction in costs while cutting agent workload and speeding email resolution.

Singtel