Case Study: leading U.S. telecom boosts first call resolution with Onix customer care AI

leading U.S. telecom boosts first call resolution by 44% with Onix

Onix assisted a leading U.S. telecom company facing challenges in scaling its customer support operations to meet rising digital expectations. The client needed a solution to improve first call resolution, accelerate the onboarding of new support use cases, and deliver seamless, real-time assistance consistently across both chat and voice channels.

The solution, built on Google Cloud's Dialogflow CX and powered by generative AI, integrated with the client's CRM and ticketing systems. Onix's implementation resulted in a 44% increase in first call resolution and a 42% faster onboarding of new use cases, with the AI agents successfully handling 40% of voice and 60% of chat interactions. This transformation enabled the telecom leader to provide faster, smarter, and more reliable support to its millions of users.