3-minute read
Snapshot
A major U.S. telecom provider partnered with Logic20/20 to modernize its digital customer support and create a more natural experience across chat and voice. Building on nearly a decade of collaboration, we helped our client move from deterministic workflows and earlier conversational AI methods to a modern virtual-agent platform powered by OpenAI. The shift not only improves customer interactions and lowers support costs but also creates new avenues for sales and future AI-driven engagement.
We brought our expertise in
- OpenAI
- Google Cloud Platform (GCP)
- AWS
- MongoDB
- Redis
- Virtual agent design
- AI strategy implementation
- Customer experience optimization
Powering reliable communication at national scale
As one of the nation’s leading wireless carriers, our client delivers wireless service to tens of millions of customers. Its digital channels support a high volume of daily interactions spanning billing, device upgrades, service changes, and technical support. Because customer expectations continue to evolve, the organization is modernizing its digital channels to make support faster and more intuitive for customers while reducing costs. This focus on self-service and innovation paved the way for the next phase of the client’s AI-enabled transformation.
Meeting customers where they are in a digital-first world
For years, our client relied on a combination of deterministic workflows, custom natural language understanding models, and established conversational AI platforms to support digital customer service. As the volume of interactions escalated and customer needs became more varied and complex, the approach required increasing effort to scale.
At the same time, customers increasingly expected clearer, more conversational interactions, especially regarding complex topics such as international roaming, account management, and device protection. Our client sought to reduce reliance on human agents and strengthen self-service, expanding digital support in both chat and voice channels. They recognized the opportunity to introduce a modern AI platform that could scale while delivering greater accuracy and faster response times.
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Transforming digital experiences with a modern AI platform
Logic20/20 partnered with the enterprise to shape the next generation of its digital support, beginning with a proof of concept that confirmed the strong fit of OpenAI models for new conversational use cases. Our team then supported the transition to a more flexible, conversational virtual agent capable of understanding a wider range of customer requests—including high-impact areas such as account management—and responding in more natural ways.
Working closely with product and engineering teams, we designed and implemented an architecture that integrates with our client’s existing cloud environments. The solution draws on GCP and AWS, with MongoDB supporting data storage and Redis enabling fast, efficient session handling. With this foundation in place, we introduced an OpenAI-powered virtual agent across messaging and voice, including a new IVR-based assistant that continues to evolve with additional enhancements.
Account management emerged as one of the most impactful early use cases. Deployed in both chat and voice, it now represents the highest share of voice interactions, with the virtual agent handling close to 80 percent of requests without the need for human involvement. These results show the platform’s ability to manage complex customer needs at scale.
As the platform expanded, we extended its capabilities across a broad range of service and sales journeys. Today, the agent supports frequent requests such as international roaming and plan changes, along with complex interactions involving streaming-service add-ons and device protection. It also extends into soft-goods and service-based offerings, giving customers faster access to the information and actions they need.
Stronger performance in every digital channel
The transition to OpenAI delivered measurable improvements across digital channels. Logic20/20 helped our client achieve:
- Increase in containment (tasks completed through the virtual agent without needing a human representative) from 22% to 30%
- A net promoter score (NPS) of 7.8 out of 10
- $3.2 million in deflected support-call costs
- .05% lift in sales from the AI-driven shopping assistant
- More intuitive interactions in chat and voice, with the virtual agent now supporting a wider range of customer needs
Ready to modernize your customer support with an OpenAI-powered virtual agent?
Ranjit Nair is a Lead Developer at Logic20/20 with more than 10 years of experience designing AI-driven virtual agents across chat and voice channels. He specializes in building scalable, cloud-based architectures and has led multiple teams in delivering solutions that improve customer experience and reduce support costs. Ranjit brings deep expertise in OpenAI, Google Cloud, AWS, and conversational AI, with a passion for solving complex technical challenges that drive measurable business impact.