{"slug":"slovak-telekom-deploys-the-olivia-virtual-assistant-from-born-digital-on-voice-and-chat","url":"https://findausecase.com/use-cases/slovak-telekom-deploys-the-olivia-virtual-assistant-from-born-digital-on-voice-and-chat","title":"Slovak Telekom deploys the Olivia virtual assistant from Born Digital on voice and chat","description":"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.","company":"Slovak Telekom","industry":"Telecommunications","country":"Slovakia","aiCapabilities":["Conversational AI"],"technology":["Born Digital"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://borndigital.ai/slovak-telekom/","dates":{"publishedAt":"2026-11-15T05:48:54.534Z","publishedAtSource":"pipeline","updatedAt":"2026-11-15T05:48:54.534Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/slovak-telekom-deploys-the-olivia-virtual-assistant-from-born-digital-on-voice-and-chat. Bulk republication requires permission."}