- 400K interactions per month
- 60% Deflection Rate
- Saving $500K per month in support costs, while generating cross-selling revenue
About
A leading U.S. telecommunications provider delivering high-speed internet, digital cable, and digital voice services implemented an AI Assistant powered by the SICURA® platform to transform its customer support and service operations. With nearly 50 million customers, the provider needed a scalable, cost-effective way to manage high volumes of technical support and customer service inquiries while maintaining service excellence.
The Challenges in Telecommunications Support
As a major Internet Service Provider (ISP), the company faced significant operational costs driven by call center interactions. With industry estimates of approximately $7 per support contact and millions of customers, support expenses were rapidly increasing.
At the same time, telecommunications customers were demanding:
- Faster, self-service support experiences
- Always-available digital assistance
- Simplified troubleshooting for internet, cable, and voice services
The provider needed a solution to:
- Reduce call center volume and operational costs
- Improve digital customer experience
- Enable scalable support across multiple telecom services
- Create opportunities for revenue growth through service interactions
The AI Assistant Solution
In partnership with NOHOLD, the telecommunications provider designed an AI Assistant on the SICURA platform. The AI Assistant was deployed as a turnkey solution, with minimal impact on client’s time, efforts and staff. The AI Assistant was implemented across the telco client’s website to deliver automated, natural language-driven customer support.
Once launched, the AI Assistant provided telecommunication customers with support in several different areas: technical troubleshooting for high-speed internet, digital cable, and digital voice and customer service assistance for billing and account inquiries. Additionally, leveraging the AI Assistant to upsell and cross-sell to end users when it made sense.
A key capability of the platform enables our client to support partner devices through the same AI interface via NOHOLD Connect. NOHOLD Connect is the ability to integrate with third-party partner AI Assistants. This agentic ecosystem strengthens customer loyalty by allowing the telecommunications provider to support not only its own services, but also services related to third-party products.
Results & Business Impact
Support
The AI Assistant implementation delivered measurable results:
- 400K interactions per month
- 1 million sessions per month (average)
- 60% call deflection rate
- $500K monthly savings in support costs
Additional business outcomes include:
- Reduced reliance on call centers
- Faster access to technical support information
- Improved customer satisfaction through self-service
Sales
Beyond cost savings, the AI Assistant created new revenue opportunities within the telecommunications customer journey. Customer support interactions, via the AI Assistant, enabled cross-selling of upgrades, services, and third-party devices. Additional business outcomes include:
- Conversion rates increased three-fold within three weeks
- Click-through activity and orders increased through guided sales interactions
- Improved partner relations
Conclusion: AI Assistant Driving Telecom Transformation
By deploying an AI Assistant through SICURA, the telecommunications provider successfully modernized its digital support strategy.
The solution enabled:
- Scalable, automated customer support across telecom services
- Significant cost reduction through call deflection
- Increased revenue through intelligent cross-selling
- Enhanced customer experience and loyalty
For telecommunications providers navigating digital transformation, AI Assistants like SICURA represent a powerful way to align operational efficiency with customer expectations—delivering both cost savings and growth.