A San Francisco–based telecommunications company sought to reshape its customer support operations using GenAI solutions. The firm provides high‑speed internet, mobile services, and digital television, serving over four million customers worldwide through offices in New York, London, and Singapore. Despite its reputation for advanced technology and strong service, the company faced interconnected challenges across its support ecosystem. High call volumes, increasing customer expectations, and fragmented support processes strained efficiency and response times. The lack of intelligent automation and unified support workflows made it difficult to deliver consistent, timely resolutions, prompting the need for a scalable, AI‑driven approach to improve overall customer experience and operationa

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