Designing the Future Agentic AI Journey for Leading Telco

Defined the future Agentic AI experience journey for customer and employee experience touch points.

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.

POP was tasked with mapping the AI agents to underpin and enhance the future customer and employee experience with the objective of 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.

Impact

Core Journeys Mapped: 2 Core Journeys Mapped
Pain Points Resolved: 200+ Pain Points Resolved
Agents Live: 50+ Agents Live

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