Krux
March 6, 2026
Singtel's AI Agent Solved 73% of Support Cases in Six Weeks
Published: March 6, 2026 at 12:35 AM
Updated: March 6, 2026 at 12:35 AM
100-word summary
Singtel Singapore went live with Sierra's AI agent in under 10 weeks. The result? Shirley handled over 70,000 customer cases in its first six weeks, resolving three-quarters of mobile troubleshooting requests without a human agent. Roaming sign-ups fared even better at 76% self-service completion. The AI speaks Singlish, which matters when your customers toggle between "can lah" and formal English mid-conversation. Singtel plans to add more languages and expand to voice calls. The bigger story: a major telco just proved AI can handle repetitive support tickets at volume while actually closing the loop, not just collecting information for someone else to fix later.
What happened
Singtel Singapore went live with Sierra's AI agent in under 10 weeks. The result? Shirley handled over 70,000 customer cases in its first six weeks, resolving three-quarters of mobile troubleshooting requests without a human agent. Roaming sign-ups fared even better at 76% self-service completion.
Why it matters
The AI speaks Singlish, which matters when your customers toggle between "can lah" and formal English mid-conversation. Singtel plans to add more languages and expand to voice calls. The bigger story: a major telco just proved AI can handle repetitive support tickets at volume while actually closing the loop, not just collecting information for someone else to fix later.