Telecom Operator Partner Deploys AI Agents to Handle Half of Customer Support Inquiries
Partner, an Israeli telecom operator, launched AI agents into customer service operations this week, with pilot results showing the systems handled approximately 50% of inquiries without human intervention.
The company developed the "AI Agents Team" with Wonderful, a partner firm. Three named personas now field customer calls and messages across different service areas.
What the AI agents do
Bar handles phone support for TV remote control troubleshooting and replacements. The company plans to expand Bar's capabilities into broader TV support soon.
Romi manages phone and WhatsApp inquiries about international roaming-answering questions about travel packages and usage, among other services.
Rotem takes phone calls about financial questions.
How they're built
Partner trained each agent to understand natural language, maintain conversational flow without interrupting customers, ask clarifying questions, and confirm information by repeating it back. The agents speak in an informal tone and escalate complex issues to human representatives when needed.
The company continuously retrains the agents based on interaction data to improve their responses.
Beyond customer-facing AI
Partner's technology division independently built a separate AI system for evaluating service representatives and monitoring quality. The tool provides real-time feedback to managers, speeds up learning processes in call centers, and generates call summaries for representatives.
The rationale
Maya Radoshinsky, Partner's VP of Private Customers, said the AI agents free human representatives to focus on calls requiring judgment and empathy. "Technology is not a replacement for service-it is a way to upgrade it," she said.
Learn more about AI for Customer Support and how AI Agents & Automation are reshaping support operations.
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