How Asiacell scaled AI to automate 79% of customer support

The transformation, powered by Druid AI, marks a significant departure from traditional chatbot limitations. For a carrier serving over 20 million subscribers, the shift required more than just software implementation; it necessitated a human-first design process. Before building specific features, the development team immersed themselves in the call center environment to understand the actual friction points faced by both agents and customers.

This initiative resulted in a surge in digital channel adoption, which climbed from 12% to 54%. The company will detail the mechanics of this deployment, including their data-driven approach to identifying high-impact use cases and the progressive API integrations that turned a static FAQ tool into a functional agent capable of executing balance checks and service activations. The experience highlights how large-scale telecommunications environments can move toward zero-press IVR strategies by leveraging continuous agile development.