AI-Augmented CX · Winner · Gold — Best Use of AI (USCXA 2026)
AI That Makes Agents Better: From Mid-Pack to #1 Vendor in One Quarter
For a Fortune-10 US telecom serving 100M+ customers, communication friction — not knowledge — was costing customers. A real-time AI audio layer removed the barrier and left the human agent intact. Winner — Gold for Best Use of AI at the US CX Awards 2026.
Client: Fortune-10 US telecom, 100M+ customers (named under NDA)
Mid-pack → #1 vendor on the panel, in a single quarter
<1%
Communication escalations
72.12%
All-time-high CX score
6.5%
Account revenue growth
The Challenge
- ▸15% of audited detractors cited language barriers; 13% cited clarity.
- ▸Average handle time had inflated 22% over Oct–Nov 2025.
- ▸Agents passed QA on product knowledge but lost customers in delivery.
The Sequential Tech Solution
- ▸Deployed Accent Harmonizer — real-time AI audio enhancement — directly on agent desktops, with no telephony re-architecture.
- ▸Added noise cancellation, structured human-AI coaching, and real-time WFM governance.
- ▸Ran a client-approved POC to full go-live in under 90 days, with daily QA loops.
The Results
- ▸Communication escalations fell to under 1%, from a 15% detractor baseline.
- ▸AHT reduced 13% in Retention; CX score hit an all-time high of 72.12%.
- ▸Ranked #1 across all LOBs — the only partner eligible for added volume — driving 6.5% account revenue growth.
“Most entries show AI talking to customers. Ours shows AI making humans better at talking to customers. We removed the friction that stopped skilled agents performing — and moved from mid-pack to number one in a quarter.”
Andrew Wilmott | President, Sequential Tech
Facing a similar challenge in your network operations?
Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.