Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A telecoms provider handling 90,000 monthly support contacts had peak-hour queue times of 22 minutes. Roughly 60% of contacts were billing explanations, plan changes and basic connectivity troubleshooting — all documented, all repetitive.
What Omnifys deployed
- Identity verification before any account action
- Billing explanations generated from the actual invoice
- Plan changes and add-ons executed directly
- Guided connectivity troubleshooting with escalation on failure
Agents used: Self-Service Chat Agent, Self-Service Q&A Agent, Service Request Resolution Agent.
Results
- 58% — of contacts fully resolved without an agent
- 22 to 4 minutes — peak queue time
- 31% — reduction in cost per contact
- 4.4/5 — CSAT on automated interactions
Why it worked
Identity verification before account changes was non-negotiable. The agent proves who it is talking to before it does anything consequential.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.