QatarTechnology and telecom2025 – ongoingOoredoo Qatar
Obot customer-service chatbot on Microsoft AI Foundry
Ooredoo Qatar's service transformation included Obot and cut average handling time from 7 to 5 minutes, Microsoft reported
Problem
Ooredoo managed digital service channels separately. Customers who switched channels could lose the context of their earlier conversations.
Approach
Ooredoo consolidated customer interactions on Microsoft Dynamics 365. It developed Obot using Microsoft AI Foundry to answer customer queries without an agent. Human agents gained access to a shared customer history across channels.
Results
Takeaway
Chatbot deployment accompanied a wider consolidation of customer service. The reported handling-time reduction covered the broader operation and did not isolate the chatbot's contribution.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft reported that Obot handled customer queries without human intervention. It also reported that average handling time fell from 7 minutes to 5 minutes across the broader service transformation.
Full details are in the original sources.
