{"id":87186,"date":"2025-03-12T14:57:33","date_gmt":"2025-03-12T12:57:33","guid":{"rendered":"https:\/\/intellias.com\/?p=87186"},"modified":"2025-03-12T14:57:33","modified_gmt":"2025-03-12T12:57:33","slug":"intelligent-support-assistant-for-a-telecom-provider","status":"publish","type":"post","link":"https:\/\/intellias.com\/intelligent-support-assistant-for-a-telecom-provider\/","title":{"rendered":"Intelligent Support Assistant for a Telecom Provider"},"content":{"rendered":"

Project snapshot<\/h2>\n

Our long-term client, seeking to streamline and consolidate their multi-channel support system, embarked on a project to create a unified AI-powered support assistant that helps employees resolve work-related issues and reduces the support team\u2019s workload. Intellias initially joined the project to augment the backend team, but the collaboration quickly grew, with our engineers forming the core team for solution development.<\/p>\n

Together with the client\u2019s software development team, we built a comprehensive support platform that improves workplace experience and provides high-quality assistance to thousands of company employees.<\/p>\n

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Our client, a multinational telecommunications provider, uses advanced technology to improve communication quality for customers in more than 80 countries around the globe. Our collaboration spans many years and includes a number of successful joint projects, such as an employee workplace management solution<\/a> and a customer self-service portal<\/a>.<\/p>\n <\/div> \n <\/div>\n

Business challenge<\/h2>\n

Focused on increasing the speed and quality of employee support service, our client implemented several chatbots to help users resolve issues and navigate the company\u2019s extensive knowledge base more effectively. The telecom provider was running as many as 14 different chatbots serving various departments, which presented certain challenges for employees who had to use multiple support channels to resolve issues.<\/p>\n

To implement a single point of contact for all matters related to user service and support, our client decided to unify the existing support channels into one platform leveraging artificial intelligence<\/a> to help users find necessary information. The goal of the project was to combine knowledge base search, ticket generation, and live agent support into a cohesive solution providing a unified user experience.<\/p>\n

To ensure the best support quality, smooth user experiences, and optimized costs, the company opted for an AI-powered support assistant using a large language model (LLM). The implementation turned into a very complex project with a distributed team focused on developing the three major components of the solution:<\/p>\n