Case study2024
GenAI customer service agent
A contributor on a telecom operator's customer service virtual agent, built on Dialogflow CX and Gemini.
What I built
- Contributed to a telecom operator's GenAI customer service virtual agent on Dialogflow CX and Gemini.
- TODO(krunal): the part of the agent you built yourself.
- TODO(krunal): a second thing you built or changed on it.
| platform | Dialogflow CX + Gemini |
|---|---|
| role | Contributor |
| since | Oct 2024 |
| outcome | About 2M contacts a month, ~90% resolved without a human agent, at 90–95% accuracy. |
| volume | ~2M contacts/month |
| resolved without a human | ~90% |
| accuracy | 90–95% |
- Dialogflow CX
- Gemini
- GCP
It handles about 2M contacts a month, with ~90% resolved without a human agent and 90–95% accuracy.