TelecommunicationsAgentic AICustomer Engagement

A Leading Philippine Telco Automates 80% of Social Media Customer Responses with AI-First Engagement

How OneByZero deployed Airyn, a GenAI-powered Auto-Wall Responder built on Amazon Bedrock with Anthropic's Claude Sonnet, to automate social media customer engagement at telco scale, in English and Filipino.

80%

reduction in agent-assisted social media responses

2.5×

increase in customer engagement across live channels

₱12.8M

in projected cost savings delivered

Overview

About the Customer

The customer is the Philippines' largest and most diversified telecommunications company, serving millions of customers through a comprehensive portfolio of mobile, fixed-line, and broadband services. As one of Southeast Asia's leading digital service providers, the operator manages high-volume customer interactions across multiple social media channels every day, requiring scalable, always-on support infrastructure to meet rising customer expectations.

The Challenge

Business Challenges

**Limited intent recognition** – Responses were keyword-based, leading to irrelevant or missed queries and a poor experience for complex or multi-intent posts.
**Manual training requirements** – Heavy reliance on human agents for response refinement and model updates created capacity constraints and slowed response times as volumes grew.
**Lack of persona alignment** – Responses lacked a consistent brand voice and personalisation, undermining customer trust and engagement.
**Minimal insights** – No clear visibility into sentiment, pain points, or engagement trends made it impossible to improve proactively or inform business strategy.

The Solution

Solution Approach

OneByZero designed and deployed Airyn, a GenAI-powered Auto-Wall Responder built on Amazon Bedrock with Anthropic's Claude Sonnet as the core generative model, deployed directly on the operator's live social media channels. Airyn combines advanced intent recognition, persona-aligned response generation, and real-time analytics to automate customer interactions at scale.

Claude Sonnet was selected for the quality and consistency of its responses across complex, real-world interactions. A critical requirement was multilingual capability: Claude Sonnet delivers the same response quality in both English and Filipino (Tagalog), understanding nuance, tone, and intent. For a telco serving millions of customers who naturally switch between languages, this was non-negotiable.

How Airyn Works

01 — AI-powered intent recognition

Every incoming post is classified in real-time across intent, sentiment, emotion, urgency, toxicity, language, and product category. Responses trigger within 5 minutes; off-topic posts are skipped automatically.

02 — Persona-based AI responses

Airyn generates contextually relevant, persona-aware responses in English and Filipino, matching the operator's brand voice. Responses are generated fresh for each interaction, not templated.

03 — Human-in-the-loop escalation

When a conversation needs a human touch, Airyn escalates immediately. VIP customers trigger instant alerts, and agents receive full context plus a suggested response.

04 — Analytics and insights dashboard

Real-time reporting tracks engagement volumes, sentiment trends, response performance, and confidence scores across all channels.

AWS Services Used

Built on AWS

Amazon Bedrock – Powers LLM-based intent understanding and response generation via Anthropic's Claude Sonnet
Amazon SageMaker – Continuous model training on real customer interactions to improve accuracy and relevance over time
AWS Glue – Data processing pipeline for ingesting and transforming social media interaction data at scale
Amazon Athena – Query layer for analysing historical engagement data, sentiment patterns, and interaction trends
Amazon QuickSight – Real-time dashboard for engagement insights, response performance, and customer sentiment monitoring

Outcome

Business Outcomes

80% fewer agent-assisted responses, freeing the team to focus on complex, high-value interactions
2.5× increase in customer engagement across live channels, driven by faster, more relevant responses
₱12.8M in projected cost savings delivered
Customers receive timely, personalised replies in their preferred language—English or Filipino—instead of waiting in queues
The self-learning model continuously improves from real interactions, getting sharper with every conversation
Airyn represents one of the first GenAI-driven, persona-aware social engagement platforms deployed at telco scale in the Philippines

About OneByZero

OneByZero is a frontier Systems Integrator specialising in AI Coworker design, build, and deployment for regulated enterprises across financial services, telecommunications, and retail. We operate across ASEAN, India, ANZ, and Japan, with a presence in the United States, combining domain expertise in regulated industries with deep AI engineering capability.