Case Study: Proximus achieves higher sales, faster support, and fewer HR requests with Sinch Chatlayer.ai

How a leading telco increases client & employee satisfaction with Conversational AI

Proximus, Belgium’s largest telecommunications company, wanted to improve customer service, employee support, and online sales while reducing the burden on its teams. The company used Sinch Chatlayer.ai to address confusion around mobile subscription choices, handle customer support demand more efficiently, and reduce the heavy volume of HR questions from its 15,000 employees.

With Sinch, Proximus implemented three customized chatbots: Alix for webshop guidance, SAM for customer troubleshooting, and YODA for HR requests. The results were strong: website orders rose by 120% in three months, customer support interactions saved 10–15 minutes each, and HR requests dropped by 20–30%, delivering clear efficiency and satisfaction gains across the business.

Proximus