Slovak Telekom deploys the Olivia virtual assistant from Born Digital on voice and chat
Slovak Telekom partnered with Born Digital to deploy Olivia, an NLU and conversational AI virtual assistant on voice and chat channels that identifies customer problems, routes them to the correct department and resolves simpler issues automatically. The source reports 3.5 million interactions handled yearly and 35% of all customer queries resolved directly by the assistant.
Overview
Slovak Telekom partnered with Born Digital to deploy Olivia, an NLU and conversational AI virtual assistant on voice and chat channels that identifies customer problems, routes them to the correct department and resolves simpler issues automatically. The source reports 3.5 million interactions handled yearly and 35% of all customer queries resolved directly by the assistant.
This entry has 12 published fields tied to exact passages in an immutable source capture.
Inspect the highlighted sourceThe challenge
Customers of Slovak Telekom's service centers were often left waiting to be connected to an operator because agents were busy, so the company decided to remove this negative experience on first contact.
The solution
Slovak Telekom built its own Virtual Assistant, Olivia, replacing the tree structure of IVRs on its customer centre, financial and technical support lines. Olivia verifies and identifies the customer's problem, passes it to an agent or links to an expert, and can resolve some simple problems itself, on both voice and chat. In 2023 a common number was introduced where a combination of NLU and ChatGPT identifies the right branch and department.
Reported business value
The source says up to a third of customer interactions can be resolved in the virtual assistant, and reports 3.5M interactions yearly and 35% of queries resolved, with 24/7 availability and reduced waiting times.
Sources
Open any source and check the claim yourself — that is the point of the register.
This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
Other telecommunications entries in the register.
AI serves QoS & operational efficiency
Orange France deployed AI-based tools across its network operations to improve quality of service and operational efficiency, including the Recovisu diagnostic tool that helps technicians correct errors during interventions, automated frequency declarations with the National Frequency Agency, AI-driven preventive maintenance for equipment such as antenna batteries, and an AI-evaluated citizen infrastructure-damage-reporting app. The NRJ5G app analyzed consumption data to prevent unnecessary mobile site electrical subscription upgrades, saving nearly 48 million.
Orange France· FranceRecovisu · NRJ5GDeutsche Telekom and Google Cloud Collaborate on MINDR Agentic AI for Autonomous Network Operations
Deutsche Telekom, in partnership with Google Cloud, announced MINDR (Multi-Agentic Intelligent Network Diagnostics & Remediation), a multi-agentic AI system built with Google Gemini models on Vertex AI and developed with Google Cloud's Autonomous Network Operations framework. MINDR correlates signals end-to-end across the RAN, transport, and core network domains to proactively identify service-impacting issues and support autonomous, explainable remediation, shifting operations from reactive troubleshooting to predictive automation. MINDR builds on Deutsche Telekom's RAN Guardian Agent, live in production in Germany since November 2025, which monitors network behavior during high-impact events and traffic surges. RAN Guardian autonomously triggered over 100 remediation actions at Christmas market events in its first month and reduced the time needed to manage major events from hours to around a minute (a more than 95% improvement). For 2026 it identified 237,000 events, including around 130 Carnival events each expected to draw over 10,000 participants, served by 611 mobile sites pre-checked for issues; only 5 sites experienced peak loads, which RAN Guardian optimized during the event. RAN Guardian is now scaling across Deutsche Telekom's European national companies, starting with the Czech Republic and Croatia. MINDR's first production releases are planned for later in 2026.
Chunghwa Telecom Builds Multiple Generative AI Solutions with Amazon Bedrock
Chunghwa Telecom, one of Taiwan's largest integrated telecom providers, migrated its generative AI projects to Amazon Bedrock and built three applications: a software development lifecycle documentation assistant, an interactive virtual English teacher using Amazon Titan and Stable Diffusion XL, and a generative AI marketing assistant built on Amazon Personalize.
BT Group writes and maintains 2 million lines of code a year using Amazon Q Developer
BT Group, a UK telecommunications company, rolled out Amazon Q Developer to around 2,000 active developers for AI-assisted coding, chat-based troubleshooting, automated unit test generation, and code transformation from older to newer, more secure versions.
Was this helpful?
Your feedback helps us improve our use case database