Case Study: Kcell improves customer service and reduces lost calls with Omilia

Kcell - Customer Case Study

Kcell, a leading telecommunications provider in Kazakhstan, needed to modernize customer care and improve service efficiency across both Kazakh and Russian. To address this, Kcell worked with Omilia to deliver a conversational customer care portal powered by deep neural networks (DNN) and natural language understanding (NLU), replacing older DTMF-based IVR technology.

Omilia implemented a bilingual virtual agent and customized speech recognition system that could even understand mixed-language speech. The results were strong: lost calls dropped by 10x, sales conversion increased 1.5x, NPS improved by 5 points, and first-call resolution reached about 70–75%, with 9 out of 10 customers waiting less than a minute for automated service or agent transfer.

Kcell

Guram Tulenov

Head of self-service team