Telecommunication · Agentic AI
Nova Support Agent
An autonomous support agent for a national carrier — it reads, resolves, and closes customer tickets end-to-end, escalating only the edge cases.
▲ 78% of tickets resolved autonomously
Illustrative engagement — representative of what our AI-equipped delivery model makes possible.
The Challenge
A national carrier's support center was drowning: 40,000 tickets a month, 11-hour average response times, and agent churn that outpaced hiring. Scripted bots had already failed — customers routed around them.
What We Built
We deployed a fleet of support agents grounded in the carrier's knowledge base and billing systems. Each agent reads the full ticket context, takes real actions — plan changes, credits, diagnostics — and drafts its own closure notes. Edge cases escalate to humans with the investigation already done.
The Results
- 78% of tickets resolved with no human touch
- Average resolution time: 11 hours → 40 minutes
- CSAT up 21 points within one quarter
Ready to Put AI to Work?
Tell us about your business and we'll show you exactly where autonomous AI can move the needle — in a free 30-minute strategy call.
- Human-supervised AI
- Security-first delivery
- 24/7 global operations
- Privacy by design