AI-Driven Email Automation for a Leading Telecom Provider

Telemach Slovenia partnered with us to automate customer email processing using Azure OpenAI. The solution improved response accuracy, reduced agent workload, and enabled faster, more consistent customer support.

About the Client

Telemach Slovenia, part of the United Group, is a leading provider of paid video content, fixed internet, and mobile telecommunications services. Focused on customer experience and innovation, Telemach embarked on an AI journey to enhance call center efficiency and service quality.

Challenge

Telemach faced increasing complexity in managing customer email communication:

– Knowledge base content was inconsistent and covered less than half of real business scenarios
– A significant portion of data was tabular and unsuitable for direct use with LLMs
– Manual handling reduced response speed and consistency

Our Solution

Comtrade implemented an AI-powered email processing solution using Azure OpenAI LLMs, enabling:

– Automated email categorization for issue analysis and performance monitoring
– Recognition of specific customer request types
– Sentiment analysis to support customer retention strategies
– Fast, AI-generated responses aligned with business rules

Results & Benefits

– Structured, maintainable documentation ensuring high response accuracy
– Dedicated logic for scenarios requiring mandatory customer data
– Expanded scenario coverage through a separate scenario index
– Faster and more consistent responses from call center agents
– 97% accuracy achieved after three testing iterations

Project Goals Achieved

– Email processing automation
– Increased efficiency and cost reduction
– Higher agent focus on critical issues
– Faster onboarding of new employees

Key Numbers

– 97% response accuracy
– 80 supported scenarios
– 46 pricing lists
– 3 minutes faster agent response time