Smarter Support Ops for a Telecom Giant: Cutting Resolution Time by 40% with Gen AI Copilots
Agent Copilots · Ticket Summarization · Faster Resolutions
Industry
Telecommunications
About the Client
The client is a leading telecom provider running support operations across a large agent base handling high daily ticket volume.
Requirement:
- Slow Ticket Resolution: Agents spent significant time digging through customer history and prior interactions before they could even start solving the actual issue.
- No Ticket Summarization: Every handoff between agents meant reading a full ticket thread from scratch, since no summary existed to work from.
- Inconsistent Agent Guidance: Newer agents lacked the kind of context experienced agents pulled from memory, so resolution quality varied depending on who picked up the ticket.
Solution Delivered
- Gen AI Agent Copilots: Aegis softtech deployed generative AI copilots that surface relevant customer history and suggested responses directly inside the agent's workflow.
- Automated Ticket Summaries: Tickets now generate a summary at every handoff, so the next agent starts with context instead of a blank thread.
- Agent Enablement: Aegis trained support staff on the new copilot workflow so rollout didn't disrupt live ticket volume.
The Results
The client saw the following outcomes:
- Resolution Time:
Cut 40% as agents spent less time gathering context and more time resolving issues.
- Ticket Handoffs:
Agents now pick up a ticket with an automated summary instead of reading the full thread first.
- Agent Consistency:
Newer agents work with the same context experienced agents used to rely on instinct for.
Technology Stack
- Generative AI Agent Copilots
- Automated Ticket Summarization Engine
- Customer History Context Layer
- Microsoft Azure AI Services
Is Manual Ticket Review Slowing Down Your Support Team?
Whether you need generative AI development for agent copilots or automated ticket summarization, Aegis Softtech's specialists are ready to help your support operation resolve issues faster.
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*Client identity is confidential. Project details verified through internal delivery records. Reference available on request.*