Empowering Telcos with GenAI: Upselling Voice Bot
OBZ delivered AI voice agents for a leading Telco in SEA to scale upsell while improving ROI — achieving 50% ROI improvement and 4X–5X scale versus traditional call centers.
Built on Amazon Bedrock with Telephony Integration
50%
ROI improvement over traditional call centers
4X–5X
scale vs current call centers
↑
conversion rates through AI-powered simultaneous interactions
Overview
About the Customer
In the highly competitive telecom industry, upselling is a crucial strategy for driving revenue growth and customer loyalty. Telcos leverage different channels like email, outbound calls, SMS, etc. to drive upsell. For large telcos, outbound calling is one of the key strategies due to its high ROI and conversions.
However, scaling human agents for voice calls is becoming increasingly challenging due to declining ROIs from increasing person-power costs and difficulty scaling call centers due to rising infrastructure costs and workforce attrition.
AI-powered voice agents offer a game-changing solution with key advantages — scalability to handle higher volumes of interactions, and personalization to deliver real-time recommendations without sacrificing a human-like experience. OBZ delivered AI voice agents for a leading Telco in SEA with the goal of scaling up upsell while improving ROI compared to call centers.
The Challenge
Business Challenges
- Natural, Human-like Experience: Ensuring smooth, engaging conversations while avoiding hallucination (inaccurate or irrelevant responses)
- Regional Language Support: Ensuring agents are multilingual and can converse in customers' preferred language
- Low Latency: Maintaining real-time interactions to prevent communication delays
- Customizable Voice: Tailoring the bot's persona, tone, accent, and speech style to regional preferences
- Speech Variability: Handling background noise, accents, and multilingual conversations
- Compliance: Ensuring the AI communicates valid, up-to-date, and legally compliant information
- Conversation Complexity: Handling complex conversations that deviate from typical interactions
- Lengthy Inputs & Responses: Managing long-winded customer replies and agent responses, including mid-spiel interruptions
The Solution
Solution Approach
The Voice Agent Framework provides seamless, natural real-time conversations through the following pipeline:
1. Audio Input → transcribed to text via advanced speech recognition 2. LLM Processing → generates a relevant, thoughtful response 3. RAG Integration → enables the LLM to access external information for accuracy 4. Text-to-Speech (TTS) → converts response back into speech 5. Telephony Integration → facilitates calls, scheduling, interaction data, and system actions (e.g. placing orders, creating tickets)
Key Features: • Background Noise Filtering: Isolates noise with minimum latency for clear communication • Interruption Handling: Manages interruptions smoothly, ensuring clear turn-taking • Conversational Flow: Guides customers step-by-step from introduction to offer confirmation and subscription validation • RAG: Accesses a dynamic knowledge base for contextually relevant and up-to-date responses • System Integration: Integrated with CVM systems to recommend tailored upselling packages • Customizable Voice & Personas: Tailored personalities (enthusiastic, persuasive, empathetic) with customized accents • Responsible AI Guardrails: Prevents toxic language, ensures data privacy, and mitigates data leakage risks
AWS Services Used
Built on AWS
Bedrock – Foundation model inference and LLM orchestration
AWS OpenSearch – Vector search and knowledge retrieval
AWS RDS – Relational database for structured data storage
S3 – Data storage for audio files and interaction logs
Fargate – Containerized application deployment for scalability
AWS WAF – Web application firewall for security
EventBridge – Event-driven architecture for system integration
Outcome
Business Outcomes
- 50% ROI improvement over traditional call center approaches
- 4X–5X scale vs current call centers through simultaneous AI-powered interactions
- Great Conversation Quality: Clear, natural communication with minimal latency, maintaining a professional and human-like feel
- Faster Experimentation & Iterations: More experiments, larger interaction volumes, and faster refinement of upselling strategies
- Increased Conversion: Higher simultaneous customer interactions break human agent limitations, driving greater upselling opportunities and revenue
- Actionable Customer Insights: Conversation transcripts and sentiment analysis provide insights into customer behavior, objections, and responses to refine sales strategies
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.
HQ Singapore · Tech HQ USA · Australia · India · Indonesia · Malaysia · Philippines · Thailand · Vietnam
