Designing the Future Agentic AI Journey for Leading Telco

Challenge

A leading Telco had the ambition of becoming the world’s most advanced AI Telco by delivering a seamlessly connected, on-brand customer experience that was efficient, scalable, and personalised.

Map the AI-driven agents to underpin and enhance the future customer and employee experience streamlining operations, improving engagement, and driving efficiency.

Approach

Mapped pain points and identified AI Agents to solve key customer and employee pain points.

Finalised the Agentic Journey Map, prioritised agents and aligned on roadmap for rollout including success metrics and change & enablement recommendations.