How Eight (Starhub) achieved customer loyalty at scale with ADA’s AI-powered support
- Patient education was enhanced, enabling individuals to have a deeper understanding of their ailments and treatment options
- Support and interventions were tailored to each patient
- Seamless communication and feedback loop
Eight, a Starhub sub-brand and leading telecommunications provider in Singapore, was handling millions of customer interactions monthly and the support framework was breaking. Inquiry volumes overwhelmed the team, leading to delays and frustrated customers. Support staff were stuck on repetitive tasks, password resets, plan inquiries, basic troubleshooting with no capacity for complex or high-value work.
The math was unsustainable. Adding headcount proportionally would be prohibitively expensive. Maintaining service quality with existing resources was becoming impossible.
ADA implemented a conversational AI platform that handled the majority of inquiries with instant resolution. For the 80% of queries that fit known patterns, customers got answers immediately without waiting for a human agent.
Automation freed human agents to focus on complex cases requiring judgment. When queries needed escalation, agents received full context from the AI interaction, customer history, issue details, and suggested resolution paths. The result: 80% instant resolution, 90% improvement in loyalty scores, and 60% of resources redirected to strategic priorities.
