Case Study: Telia achieves 30% chat automation with ultimate.ai

Telia & ultimate.ai a new generation of customer service

Telia, a major Nordic telecommunications company, needed to improve customer service across a high-volume chat operation handling up to 75,000 chats per month in Finland alone. To reduce repetitive work, manage seasonal spikes, and support 24/7 service while preserving a strong customer experience, Telia evaluated AI solutions and chose Ultimate.ai’s end-to-end deep learning chatbot platform.

With Ultimate.ai, Telia deployed intelligent chat automation across pre- and post-login channels, integrated with its existing contact center setup. The solution can handle multi-turn conversations in Finnish, fully automate common requests, and route complex cases to agents with full context. As a result, Telia has automated 30% of chats routed through Ultimate.ai, saved 2,835 hours of agent effort per month, and said the chatbot performs the work of an 18-person team.

Telia

Janne Nieminen

Product Owner