Digicel Pacific case study

Telecommunications

Ruby, a generative AI assistant, activates SIMs, troubleshoots and answers customers in their own language across the Pacific.

Client: Digicel Pacific
Sector: Telecoms
Published: Sept 2024

Instant

Answers on SIMs, phones and stock

Multi

Language support across the Pacific

Live

Hand-over to human agents

01Introduction

By integrating Ruby into their systems, Digicel Pacific has simplified information access, boosting efficiency and productivity. Additionally, with Ruby's automation features, they've optimized processes like sim card activations and troubleshooting. This innovative use of AI not only improves customer experiences but also enhances internal workflows, driving significant business growth for Digicel Pacific.

What we delivered

Generative AI assistant (Ruby) for customer service automation, sim card activations, troubleshooting, multilingual support, and internal employee support.

Industry · Telecommunications

02The challenge

Digicel required a solution that could seamlessly integrate across its diverse platforms while offering multilingual support for its customers. They also needed efficient human handovers and robust analytics monitoring for continuous improvement.

AuxiBot Ruby was customised with strategic API integrations to meet these needs, while ongoing refinement ensured optimal performance. As a result, we enhanced Ruby's capabilities, improving both customer experience and operational efficiency at Digicel Pacific.

03Solutions

1

To overcome the challenges of AI integration at Digicel Pacific, we adopted a comprehensive approach to ensure AuxiBot Ruby's success. This involved thorough testing, iterative development, and close collaboration with Digicel experts to achieve seamless integration across diverse platforms.

2

Continuous refinement and training of Ruby's AI capabilities, using user feedback and performance analytics, were key to enhancing accuracy and performance. By embracing an agile, user-centric approach, we tailored Ruby to Digicel Pacific's unique needs, resulting in improved operational efficiency and a better user experience throughout the organisation.

04Benefits

AuxiBot empowers Digicel by delivering instant responses to inquiries about inventory, phone models, and SIM-related queries. Its multilingual capabilities break language barriers, providing support in multiple languages, while complex issues are seamlessly escalated to live agents for resolution. Internally, AuxiBot enhances productivity by streamlining employee workflows and processes.

Result 01