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.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- AI agent walks customers through mobile and home troubleshooting.
- Completes roaming sign-up requests end to end.
- 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
Tools mentioned & how to build it
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Tools mentioned
- Sierra (Sierra)
Conversational AI agents for customer service, chat and voice.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support. - Relevance AI
Build an 'AI workforce' of agents, e.g. BDR agents that research and book meetings.
Sources
“73% of mobile and home troubleshooting cases were resolved without requiring a Customer Care officer.”Singtel and Sierra
Grade rationale: Named organization with a quantified outcome from the vendor or the organization itself (self-reported). Automated check on Oct 17, 2026: 1/1 quotes and 2/2 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
