## Telecommunications Case Study

# Empowering First-Line Support to Elevate Customer Experience

### The **client**  
A Tier-1 wireless network operator in North America aiming to transform frontline customer care by equipping agents with intelligent tools to resolve service issues during the first interaction.

### The **challenge**  
Frontline Customer Care agents (call centers, retail) often lack the tools and insights needed to resolve customer network and service experience issues during the initial call.

- **Complex Customer Experience Management**: Requires manual ticket creation and handoffs from 1st Level Support.
- **Unresolved Issues During Call**: Leads to lower **Net Promoter Score (NPS)** and **Customer Satisfaction** **(CSAT).**  
- **Inefficient Interactions**: Slow and fragmented processes negatively impact customer perception and increase call center costs.
- **Frequent Escalations**: High volume of cases passed to 2nd Level Support, driving up operational inefficiencies and delays.

### The **solution**  
**AI Care NOW** empowers frontline agents to become **virtual telecom experts**, enabling them to efficiently manage customer issues and de-escalate complaints **during the first interaction**.

#### **Guides agents** with AI-driven diagnostics and resolution paths  
#### Achieving up to **95% ticket avoidance**, reducing the need for manual incident handling  
#### **Reduces escalations** and **operational costs** by empowering agents to manage customer issues

### **Benefits** for the client

## Virtual Engineering **Assistant**  
Empowers over 28,000 call center agents with AI-driven, expert-level support tools, and 16,000 retail staff across 4,500 stores, transforming shops into effective first-line care centers.

## **95%** Ticket Avoidance  
In the areas covered by the solution, it eases the load on 2nd Level Support and dramatically improves operational efficiency.

## Higher **Customer Satisfaction**  
Noticeable NPS improvement among customers whose issues were handled using the Tupl solution.

## Discover the Cutting-Edge Telecom Solutions

### [AI Care Suite](https://wordpress-1563601-6074115.cloudwaysapps.com/solutions/telecommunications/ai-care-suite/)  
#### 95% ticket avoidance and a 98% reduction in resolution time for network and service-related issues

### [Network Advisor](https://wordpress-1563601-6074115.cloudwaysapps.com/solutions/telecommunications/network-advisor/)  
#### Up to 90% reduction in manual troubleshooting and 100% consistency in network diagnostics.

### [NOC Automation](https://wordpress-1563601-6074115.cloudwaysapps.com/solutions/telecommunications/noc-automation/)  
#### Complete triage analysis, 90% classification accuracy, 100% consistency.