GreeceTechnology and telecom2026 – ongoingOTE Group
Generative AI customer-contact handling
OTE reportedly resolved more than 25% of customer contacts through generative AI
Problem
OTE sought to handle customer requests with shorter waits and more responsive assistance. Scripted responses limited the requests automated service could address.
Approach
OTE deployed generative AI systems trained to interpret and answer complex customer requests. Greek City Times reported that the systems were already resolving customer contacts in July 2026. The supplier and implementation schedule were not disclosed.
Results
Takeaway
The reported resolution share did not come with a measurement period or a definition of which contacts were counted.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Press reporting
Sources
Source summaries
Greek City Times reported that OTE used generative AI to resolve more than 25% of customer contacts. The systems interpreted complex requests instead of relying only on scripted replies.
Full details are in the original sources.
