European Telecom Company

Gen-AI-powered copilot for customer service agents

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Maturity stage

Production

Use-case type

Augmentation

Function

Customer Service/Support

Company size

Enterprise

Evidence

Eliminated wait times for 20% of contact center requests in 7 weeks

ROI / outcome figure

30-45% potential function cost reduction

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Industry deep-dive

Deutsche Telekom · CASE-001 · Success

8000 agents upskilled; customer likelihood to recommend increased by 14%

Lumen Technologies · CASE-029 · Success

More than 90% of Lumen employees have a Copilot license; up to 50% productivity improvement on some tasks (e.g. re-platforming)

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