Leading european telecom provider transforms customer service with generative AI solution

Vignette Success Story Bouygues Telecom_Vdef

Context, need 📍

Industry Context :
A major European telecommunications operator serving millions of customers across B2C and B2B segments faced increasing pressure on profit margins due to declining Average Revenue Per User (ARPU). With over 20 million customer service calls annually, the company identified customer service optimization as a critical lever for cost reduction while maintaining service quality.

Business Challenge :
The telecom provider needed to significantly reduce customer service operational costs without compromising service quality. Traditional automated solutions had limited success, and the high volume of calls created substantial operational expenses. The company sought to automate a significant portion of these interactions while improving customer satisfaction.

Technical Challenge :
The implementation required addressing two critical technical aspects.

1. Development of sophisticated agent-based systems capable of handling complex self-care scenarios through natural conversations
2. Creation of a highly scalable and resilient platform to process millions of monthly calls with near-perfect availability, given the critical nature of telecommunications services

Implemented approach, solution and key success factors 🛠

ILLUIN Technology implemented their ILLUIN Dialogue platform, a SaaS solution deployed on AWS infrastructure. The solution leverages advanced generative AI capabilities through Amazon cloud services.

Key Technical Components

Amazon EKS for containerized workload management and scalability
Amazon RDS for reliable database operations
ILLUIN Dialogue agentic conversational flows integrated with legacy systems (tools, APIs)
Deployment in the AWS France Region (eu-west-3) for compliance and low latency

Implementation Approach

The solution was deployed in phases, with the initial implementation completed in under three months. The team focused on:

1. Migrating existing guided flows to generative AI-powered conversational experiences
2. Integrating with legacy IT systems through custom APIs
3. Fine-tuning conversation flows to match the company’s tone of voice and brand requirements
4. Implementing sophisticated monitoring and analytics capabilities

Advanced features

Agentic approach based on autonomous agents to provide accurate, context-aware responses based on the telecom provider’s specific services and policies
Few-shot prompting techniques to handle complex customer scenarios
Real-time integration with customer data systems for personalized interactions

Technical stack 🤖

ILLUIN Dialogue agentic conversational flows integrated with legacy systems (tools, APIs)

dialogue

Amazon EKS for containerized workload management and scalability

Amazon RDS for reliable database operations

Google Gemini models

Results, benefits ✨

The implementation delivered significant measurable improvements :

– 200% increase in automation rate for existing conversational use cases
– 40% reduction in callback rates, indicating improved first-contact resolution
– 10% increase in customer satisfaction scores
On track to handle 50% of incoming calls through AI-powered self-service scenarios

Scale of impact :

Solution currently handles millions of customer interactions monthly
Affects the entire customer base of the telecom provider
Supports multiple brands and service lines within the organization

Financial impacts :

While specific financial figures are not disclosed, the significant reduction in callback rates and increased automation directly translate to:

Reduced operational costs through lower agent handling time
Improved resource utilization in call centers
Enhanced customer lifetime value through improved satisfaction scores

Future Outlook :

Based on the success of the initial deployment, the telecom provider is expanding the implementation to handle up to 50% of incoming calls through autonomous AI self-care scenarios, representing a significant transformation in their customer service operations.

Conclusion

This case study demonstrates how ILLUIN Technology and AWS services can be leveraged to create enterprise-scale generative AI solutions that deliver measurable business value while maintaining high standards of service quality and customer satisfaction.