GenAI Omnichannel Chatbot - Telecom

2025•Case Study

Multilingual chatbot with handoff, guardrails, and journey analytics for 100+ intents.

The Challenge

  • Need scalable support across text and voice
  • Complex intent routing for 100+ journeys
  • Requires strict PII controls and hallucination monitoring

The Solution

  • Text and voice support

  • Live-agent handover with transcript and auto-summary

  • Sentiment and subscriber-type routing

Impact

  • Unified support stack with centralized knowledge

  • Secure, observable AI interactions

Technical

Implementation Details

CRM and omnichannel integrations, NBO flows with payment handling, centralized knowledge management, guardrails and observability.
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