SingaporeTechnology and telecom2026 – ongoingSingtel
Shirley customer-care assistant using Sierra
Singtel's Shirley resolved 73% of troubleshooting cases without a care officer, Sierra reported
Problem
Routine mobile and roaming requests created work for customer-care officers. Automated support needed to understand local expressions, including Singlish.
Approach
Singtel began a Sierra pilot in late January 2026 to expand Shirley's conversational capabilities. The assistant verified customer details and helped users resolve requests or complete transactions. Sierra reported initial results after launch.
Results
Takeaway
Resolution rates differed by request type. The reported rates covered troubleshooting and roaming sign-ups rather than all customer-care work.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agentsConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Sierra described Shirley's customer-care deployment. It reported over 70,000 cases in the first six weeks and separate completion rates for troubleshooting and roaming requests.
Full details are in the original sources.
