Onix helped a leading Canadian telecom transform its customer support operations by deploying Customer Engagement Suite (CES) voice agents capable of delivering intelligent, bilingual, and automated support. The solution unified call routing and resolution through advanced NLU, improved First Call Resolution (FCR) by 34%, and accelerated service delivery by 50%, all at a fraction of the original cost.
About the Customer
Our client is one of Canada’s largest telecommunications companies, providing broadband wireless, internet, TV, media, and business communication services across the country. With a legacy spanning over a century, the company is known for its commitment to innovation, reliability, and customer-first experiences.
The Challenge
As customer demand and service complexity grew, the client faced rising call volumes, mounting support costs, and increasing pressure to deliver bilingual support with accuracy and empathy.
Traditional systems were unable to meet these evolving needs, leading to longer resolution times and inconsistent experiences for English- and French-speaking users. The client needed a scalable AI-driven solution to:
- Improve First Call Resolution (FCR) and reduce repeat call rates
- Lower support costs through automation and intelligent call routing
- Deliver bilingual support with a natural understanding of French Canadian nuances
The Solution
Onix partnered with the telecom provider to design and implement an AI-powered voice agent leveraging Google Cloud’s Customer Care AI (CCAI) framework. The solution was architected to deliver intelligent, bilingual, and automated support while seamlessly integrating into the client’s existing contact center infrastructure.
Built on a modern and secure cloud foundation, the solution utilized the following technology stack:
- Conversational Agents powered by Google Cloud CCAI for natural, human-like interactions
- Vertex AI Data Stores for scalable data management and training optimization
- Custom NLU models for accurate understanding of telecom-specific queries and French Canadian language nuances
- Google Cloud Monitoring for real-time performance visibility and operational insights
- Google Cloud DLP for data security and privacy compliance across customer conversations
- Custom Voice Models for clear, localized, and natural-sounding speech
- Looker dashboards for analytics and continuous improvement tracking
Together, these technologies enabled intelligent call routing, automated resolutions, and context-aware interactions, ensuring that customers received relevant responses instantly and accurately.
The AI system also allowed rapid deployment of new intents and updates, supporting faster adaptation to evolving business needs while maintaining high performance and security standards.
Outcomes
The CCAI deployment resulted in measurable operational gains across key performance metrics:
- 34% increase in First Call Resolution (FCR), reducing repeat contacts and improving customer satisfaction
- 50% faster service delivery achieved at 30% of previous cost, significantly lowering support overhead
- Enhanced bilingual support, ensuring accurate, natural conversations for both English and French Canadian customers
Impact
The telecom provider now delivers faster, smarter, and more cost-effective support while scaling seamlessly during peak call periods, without increasing headcount.
The AI-powered transformation has also enabled more consistent customer experiences across Canada, bridging the linguistic divide and setting a new standard for operational efficiency in telecom support.
To Add: Forward-looking statement about expanding AI capabilities into proactive customer engagement, billing support, or network troubleshooting.
Conclusion
By partnering with Onix, the telecom leader successfully redefined its support operations using AI-driven automation and bilingual intelligence. The Customer Care AI solution has become a cornerstone of the company’s service excellence strategy, empowering it to scale efficiently, enhance user satisfaction, and maintain its reputation for innovation and reliability in the Canadian telecom industry.
