Saturday, March 7, 2026

Singtel Partners with Sierra to Deploy Agentic AI Across Customer Engagement Channels.

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Singtel has partnered with Sierra to integrate agentic AI across its customer engagement channels in Singapore. The collaboration introduces Sierra’s platform co-founded by Bret Taylor into Singtel’s ecosystem through its AI assistant Shirley.

The AI system has already handled 70,000+ customer queries, delivering strong automation performance. Around 73% of troubleshooting requests and 76% of service sign-ups are now completed autonomously, significantly reducing the workload on human support teams.

By automating routine interactions, Singtel aims to improve response speed, streamline customer journeys, and allow service teams to focus on more complex and high-value customer needs. The initiative reflects a growing shift in telecom toward AI-led customer experience operations.

If adoption continues to scale, agentic AI platforms could soon become the standard infrastructure for telecom customer service, enabling faster support, lower operational costs, and more personalized engagement at scale.

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Local News