Project Name
Cutting Telecom Support Resolution by 40% with a Generative AI Platform
Our client is a tier-one telecommunications operator serving millions of subscribers across multiple European markets, offering mobile, broadband, and converged digital services. The organisation operates large-scale contact centres staffed by frontline support agents handling billing disputes, service provisioning requests, and technical troubleshooting at high daily volumes.
Despite its scale and market position, the operator’s customer support infrastructure had not kept pace with subscriber growth. Critical account data, billing histories, and service logs were distributed across isolated legacy systems, creating an operational bottleneck that directly impacted resolution times, agent productivity, and subscriber satisfaction scores.
The organisation engaged Ksolves to architect and deliver a Generative AI-powered platform that would modernise its support operations and establish a scalable, intelligent foundation for the next phase of subscriber growth.
Five disconnected systems per billing query, 45-minute average resolution times, and no mechanism to detect emerging issues until subscribers were already churning.
- Agent Bottlenecks Reducing Subscriber Satisfaction: Support agents had to switch between five or more disconnected systems to resolve a single billing query, increasing wait times, extending queues, and impacting customer satisfaction.
- Average Resolution Times Exceeding 45 Minutes: Billing and technical issues required manual escalations across multiple teams, resulting in long resolution times and contributing to higher customer churn.
- Fragmented Systems Increasing Operational Costs: Customer, billing, and service data were spread across isolated systems, making information retrieval slow and reducing agent productivity.
- Inconsistent Support Responses: Lack of standardized access to information led to inconsistent responses for similar customer issues, increasing compliance risks and reducing trust.
- No Real-Time Insight into Support Trends: Operations teams could not monitor live conversations to identify recurring issues, network problems, or churn risks before they escalated.
- Slow Platform Update Cycles: Legacy deployment processes delayed feature releases and security updates, limiting the organization's ability to respond quickly to business and regulatory changes.
Ksolves, an AI/ML consulting services company, designed and implemented a cloud-native Generative AI Customer Support Platform that unified subscriber data, automated response generation, and embedded compliance controls into a single intelligent agent workspace. The platform provides AI-assisted support, centralized data access, and scalable cloud deployment to improve service efficiency and customer experience.
- GenAI Response Orchestration: Deployed an enterprise LLM to understand subscriber queries, generate contextual response drafts, and provide account insights in seconds, eliminating manual data searches.
- Unified Agent Workspace:Built a React.js-based single-pane dashboard with a Node.js and FastAPI microservices backend, enabling agents to access all subscriber information from one interface.
- Cloud-Native Data Integration: Integrated billing, plan, and usage data through secure cloud APIs, giving the AI engine real-time access while maintaining data privacy and regulatory compliance.
- Automated CI/CD Pipelines: Implemented Jenkins and GitLab CI pipelines to automate testing, security checks, and zero-downtime deployments, reducing release cycles from months to a single day.
- Compliance Guardrails & Intelligent Routing: Added AI governance controls and automated case routing to ensure compliant responses while directing complex or high-risk cases to specialist teams.
Technology Stack
| Category | Technology |
|---|---|
| AI / ML | Generative AI — Fine-tuned LLM with Secure Prompt Guardrails |
| Cloud & Orchestration | Kubernetes / Cloud-Native Microservices |
| DevOps | CI/CD Pipeline — Jenkins / GitLab CI |
| Database | Relational Databases — PostgreSQL / MySQL Clusters |
| Frontend / Backend | React.js / Node.js / Python FastAPI |
From 45-minute average resolution times and five disconnected systems per query to AI-generated drafts in under 5 seconds, a 40% resolution time reduction, and infrastructure that absorbs 3x peak volume without a single intervention.
- 40% Faster Case Resolution: AI-assisted responses and a unified agent workspace reduced average case resolution time by 40%, improving service efficiency and customer satisfaction.
- AI Response Drafts in Under 5 Seconds: The GenAI engine generates contextual response drafts and account summaries in seconds, eliminating manual searches across multiple systems.
- Release Cycles Reduced from 2 Months to 1 Day: Automated CI/CD pipelines accelerated software releases, enabling faster feature delivery, security updates, and platform improvements.
- Scales to 3× Peak Ticket Volumes: Cloud-native Kubernetes infrastructure automatically scales during demand spikes, maintaining performance without service disruption.
- Consistent, Compliant Customer Support: AI guardrails standardize response quality and ensure compliance across all agents, reducing inconsistencies and regulatory risk.
Ksolves transformed the telecom operator’s fragmented support environment into a unified, AI-powered customer service platform. By combining Generative AI, centralized data access, and cloud-native infrastructure, the solution reduced resolution times, accelerated software delivery, improved response consistency, and strengthened compliance. The scalable architecture also provides a strong foundation for future AI-driven capabilities such as predictive support and intelligent automation.
Is Your Contact Centre Still Running on Five Screens Per Query?
