Result
Customer
Net Era Telecom is a fast-growing mobile and internet provider operating in 2 countries across Eastern Europe. Known for its affordable plans and reliable service, the company serves over 1 million customers. Facing rising operational costs and customer expectations, Net Era sought an intelligent voice AI solution to maintain its reputation and competitiveness.
Challenges & solutions
As Net Era Telecom’s user base grew, so did the strain on its customer support operations. The company was receiving over 12,000 inbound calls per day, with customer inquiries ranging from billing and technical issues to product recommendations and account troubleshooting. Despite investing in a skilled support team, the average response time ballooned to over 7 minutes, resulting in customer frustration, poor service ratings, and a spike in dropped calls.
As operational costs surged and customer satisfaction declined, it became clear that traditional call center methods were no longer effective. Net Era needed a smarter, salable alternative—one that could offer real-time, personalized support, reduce overhead, and work 24/7 without sacrificing quality.
The answer was clear: implementing an AI personal voice assistant that could intelligently handle natural conversations, personalize interactions using real-time customer data, and resolve most issues without human intervention.
By replacing their legacy system with a modern AI personal voice assistant, Net Era aimed to:
The lack of a robust, AI-driven voice solution was becoming a strategic disadvantage—one that only a purpose-built AI personal voice assistant could resolve.
Plavno partnered with Net Era Telecom to develop a fully customized AI personal voice assistant capable of transforming their customer support operations. Built with advanced natural language processing and seamless CRM integration, the assistant was designed to understand intent, provide personalized responses, and handle the majority of customer interactions without human intervention. The core focus was on building an AI personal voice assistant that could replicate human conversation, work across multiple languages, and function reliably at scale.
Key Objectives
Rollout Strategy
The implementation of the AI personal voice assistant followed a strategic, phased rollout to ensure seamless integration and optimal performance. The process began with a controlled pilot focused on handling common support requests such as billing inquiries and password resets, allowing the team to fine-tune the assistant’s speech recognition and intent detection capabilities.
Once the core functionality was validated, the AI personal voice assistant was gradually expanded to cover more complex tasks, including service plan changes, outage reports, and upsell recommendations. Multi-language support was then introduced to accommodate Net Era’s diverse customer base across countries. Finally, a continuous learning loop was established, enabling the assistant to evolve based on real-time customer feedback and interaction analytics, ensuring it became smarter and more efficient over time.
Results
Net Era’s successful implementation of a custom AI personal voice assistant positioned them as a leader in AI-driven customer support within the telecom sector.
The custom AI personal voice assistant included the following key features:
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