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 IVRpress 1 for Hindi, press 2 for Englishwas hated by customers who spoke Telugu or mixed languages. 80% of calls were about SIM activation, balance, recharge, and billingrepetitive 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 languageTelugu, Hindi, Hinglish, or Englishand 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 escalationsbilling disputes, device issues, network complaintsit 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 meaningfullyand 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 91largely 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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