Airtel served 300M+ subscribers on $18B of revenue through costly human support. The brief was simple: reduce cost without lowering the experience customers came for.
$1.5M
saved annually
+10%
tribe-wide CSAT
+15%
agent response speed
The 90% gateNo use case was automated until the bot matched the agent in 90% of cases, then went to 20% of the cohort first.Where the $2M came from$1.5M came from the three AI initiatives and $500K from tooling consolidation.
Client-confidential
This work involves commercial detail I don’t publish openly. I can share the context in a conversation.
