Secure On-Premise Chatbot for Global Telecom Provider

Deployed a fully on-premise AI chatbot handling 50,000+ monthly customer queries with 92% resolution rate.

Telecommunications

2024

4 months

6 engineers

50,000+/month

Queries Handled

Automated customer interactions

92%

Resolution Rate

First-contact resolution without human escalation

40%

Cost Reduction

In customer service operations

< 10 seconds

Wait Time

Average response time

The Challenge

The telecom provider needed to modernize customer service while maintaining data sovereignty: • 200,000+ monthly customer inquiries overwhelming call centers • Average wait time of 15+ minutes during peak hours • Customer data must remain on-premise per regulations • Need for multilingual support across regions • Integration with legacy billing and CRM systems

Our Solution

We deployed a comprehensive on-premise conversational AI solution: **On-Premise Infrastructure** • Set up secure Kubernetes cluster within client's data center • Deployed open-source LLM with custom fine-tuning • Implemented air-gapped security with no external dependencies **Multilingual NLP Capabilities** • Fine-tuned models for multiple languages and dialects • Built intent classification for 150+ customer scenarios • Created entity extraction for account numbers, dates, and amounts **System Integrations** • Connected to legacy billing system via secure APIs • Integrated with CRM for customer history access • Built escalation workflows to human agents **Analytics Dashboard** • Real-time monitoring of chatbot performance • Customer satisfaction tracking • Conversation analytics for continuous improvement

"The on-premise deployment was crucial for us. WebAI understood our regulatory requirements and delivered a solution that our customers love while keeping all data within our infrastructure."

VP of Customer Experience

Global Telecom Provider