# How is Singtel using AI agents in customer care?

> Singtel uses a Sierra AI agent for mobile and home troubleshooting and roaming sign-ups. Sierra reports 73% of troubleshooting cases and 76% of roaming sign-up requests completed without a Customer Care officer.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Singtel (telecommunications carrier)
- **Industry:** Telecom & Energy Utilities — Mobile and home telecom (Singapore)
- **Roles:** Customer Support
- **Tools:** Sierra AI agent (Sierra)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- troubleshooting resolved without human: 73% [1] (self-reported)
- roaming sign-ups completed without human: 76% [1] (self-reported)

## How it works
1. AI agent walks customers through mobile and home troubleshooting.
2. Completes roaming sign-up requests end to end.
3. Hands off to Customer Care officers when needed.

## Risks & compliance
- Wrong or hallucinated answers to customers; needs guardrails and handoff
- Vendor-published results; not independently audited

## Sources
1. Sierra, "Singtel and Sierra" (undated; accessed 2026-10-17) <https://sierra.ai/customers/singtel>
   > "73% of mobile and home troubleshooting cases were resolved without requiring a Customer Care officer."

Canonical: https://agentcasefile.com/cases/singtel-sierra-troubleshooting-roaming-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile