70% of support queries automated. CSAT went from 68 to 91.
Telugu-first IVR replacement. Zero hold time. 15 agents now handle what 50 couldn't.
The challenge
A regional telecom operator was fielding 8,000+ inbound calls daily with a 50-agent team. Average hold time was 6 minutes. CSAT was stuck at 68%. The IVR — press 1 for Hindi, press 2 for English — was hated by customers who spoke Telugu or mixed languages. 80% of calls were about SIM activation, balance, recharge, and billing — repetitive queries eating agent capacity.
The solution
Agni replaced the IVR entirely. There are no menus, no press-1 flows. Callers speak naturally. Agni detects the language — Telugu, Hindi, Hinglish, or English — and responds natively from the first word.
For the 70% of queries it fully resolves (balance, plan info, activation status, basic troubleshooting), Agni handles end-to-end. For escalations — billing disputes, device issues, network complaints — it transfers to a human agent with a full context summary in both the customer's language and English. The agent never asks the customer to repeat themselves.
“Our Telugu customers used to hang up when they hit our IVR. Now they can just talk. Our Tier-2 Andhra churn has dropped meaningfully — and we didn't change anything except the voice layer.”
— CX Head, Regional Telecom (Hyderabad)
The results
Hold time went from 6 minutes to zero. 70% of all queries resolved without human involvement. The 50-agent team reduced to 15 specialists. CSAT improved from 68 to 91 — largely driven by the Telugu and mixed-language cohort that had previously felt underserved.
Monthly operational savings: ₹5 lakh in headcount. Customer churn in Tier-2 Andhra dropped measurably in Q4.
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