Onix helped a leading U.S. telecom deploy customer care AI (CCAI) agents that unifies chat and voice, delivers context-aware troubleshooting, and speeds new use-case onboarding. The deployment raised first call resolution and cut onboarding time for new intents, enabling faster, more consistent customer experiences and reduced operational friction.
About the Customer
Our client is a large telecommunications company in the U.S., offering nationwide wireless services that include mobile phone connectivity and high-speed internet. The company operates the country’s most extensive wireless network and continues to push the boundaries of connectivity with its advanced 4G LTE and transformative 5G rollout.
The Challenge
As the customer base expanded and digital expectations rose, the client faced mounting pressure on its support operations. Traditional methods were not sufficient to meet user demands across multiple channels. Specifically, the client needed a scalable, intelligent support solution that could:
- Improve First Call Resolution (FCR) by enabling agents to resolve issues on the first interaction
- Accelerate the onboarding of new use cases with minimal overhead in model training and deployment
- Deliver seamless, real-time support consistently across both chat and voice channels
The Solution
The solution was engineered using a cloud-native technical stack centered around Google Cloud Platform (GCP). The core of the conversational AI agent was built on Dialogflow CX, utilizing its advanced state-machine architecture to manage complex, multi-turn conversations.
The generative capabilities for contextual responses and troubleshooting were enabled by Dialogflow CX’s Generators and Playbooks, powered by Google’s large language models (LLMs). This architecture ensured a high level of accuracy, contextual understanding, and human-like interaction.
For integration and operational management, the AI agent was tightly connected to the client’s existing enterprise systems. Key components included:
- CRM and ticketing system integrations with Salesforce and Genesys to fetch real-time customer account data and log resolution outcomes.
- Jira integration for rapid intent onboarding, allowing teams to track, test, and deploy new intents and conversation flows seamlessly.
- Use of Dialogflow’s built-in intent training features for continuous learning and improvement with minimal manual intervention.
Outcomes
The Generative AI–powered solution delivered measurable operational improvements across both chat and voice channels:
- Voice containment: 40% for a total call volume of 475,000 through June 2025.
- Chat containment: 60% for a total chat volume of 219,000 through June 2025.
- Use cases launched: 13 voice use cases and 5 chat use cases through June 2025.
- First-of-its-kind innovation: Launch of a GenAI-driven Infobot with automated quality monitoring.
- Customer Satisfaction Rating (CSR): 8.7 through June 2025.
Additionally, the deployment resulted in:
- 44% increase in First Call Resolution rate.
- 42% faster onboarding of new use cases.
Impact
With Onix’s Generative AI solution, the telecom leader has transformed its customer support ecosystem. The AI-powered agent now enables millions of users to access faster, smarter, and more reliable support across both chat and voice channels.
This transformation not only reduces operational bottlenecks but also reinforces the company’s position as an industry innovator, leveraging cutting-edge AI to improve real-world customer experiences.
Conclusion
The generative AI-powered support agent has transformed the client’s customer service, enabling faster, smarter, and more consistent support across channels. This positions the telecom leader to scale AI capabilities, continuously improve customer experiences, and maintain its reputation for innovation and reliability.
