Telecom provider cuts support costs by 60% with BMC HelixGPT AI platform

A global telecom provider has transformed its employee support services through AI implementation, yielding dramatic efficiency improvements and cost savings. The deployment of BMC HelixGPT’s AI platform demonstrates how artificial intelligence can directly impact operational productivity in large enterprises, creating a blueprint for organizations looking to modernize their service delivery models while enhancing employee experience.

The big picture: A major telecom company completely revamped its IT, HR, and finance support systems using BMC HelixGPT’s AI platform, achieving over 60% resolution rates without human intervention.

• The implementation marks a significant shift from traditional manual support processes that were creating bottlenecks for the large workforce.
• This case study illustrates how enterprise-grade generative AI can transform internal operations while delivering measurable return on investment.

Key details: The telecom provider integrated AI-powered self-service tools, intelligent chat capabilities, and knowledge management systems to address overwhelming support requests.

• Employees can now access AI-generated knowledge summaries and articles, finding answers quickly without waiting for support agents.
• The AI-driven chatbots handle more than half of all user inquiries across multiple departments using natural language interactions.
• When human support is needed, the system transfers employees to appropriate agents with relevant context, eliminating repetition and misassignments.

Important stats: The AI implementation has delivered significant quantifiable benefits beyond improved employee satisfaction.

• The company estimates saving “hundreds of support staff hours” in the first year just from AI-generated knowledge summaries and articles.
• Overall time savings are projected at “several thousands of hours annually” across multiple departments.
• Support teams have redirected their focus to complex, high-priority issues rather than routine inquiries.

Behind the numbers: The telecom provider’s success stems from a comprehensive strategic approach rather than piecemeal AI implementation.

• The company completely transitioned to digital support channels, eliminating reliance on less efficient manual support processes.
• Higher staff productivity from reduced operational overhead is directly enabling more transformation initiatives and innovation.

Where we go from here: Following initial success, the telecom provider is expanding AI capabilities across more business functions.

• Future plans include deploying AI-powered support to additional business units and testing new AI use cases integrated with enterprise workflows.
• The company is exploring BMC Helix AIOps and observability solutions to proactively monitor and prevent service disruptions before they affect users.