Case Study: Singtel transforms retail customer engagement with Tetherfi’s omnichannel in-app solution

Reimagining the Retail Experience with Video Kiosk at an Unmanned 24/7 Smart Store

Singtel, a leading communications technology group in Asia, faced the challenge of meeting rising customer expectations by creating a seamless and personalized retail experience without relying on in-store personnel. Their goal was to develop an unmanned 24/7 smart store where customers could consult with agents, purchase plans, and collect devices. To achieve this, they partnered with Tetherfi for an intelligent in-app customer engagement solution.

Tetherfi implemented its omni-channel solution, integrating TMAC and a Mobile SDK to enable live video and audio interaction between retail kiosk users and remote service agents. This included facial recognition for authentication and seamless backend integration. The solution allowed Singtel to launch a fully unmanned store that consistently achieves 99% positive customer experience scores, providing a revolutionary and scalable model for mobile-first customer service.

Singtel