Jio Elevates Customer Experience with Sozhaa

Project details

Category
Date July 12, 2025
Website www.google.com
Author sozha_ai
How it works:

Jio partnered with Sozhaa to deliver a smart, scalable customer support solution across channels like WhatsApp, mobile app, and web chat. The goal was to empower users with instant answers to common questions related to recharge, plan selection, data usage, and device settings—without the need for long call center wait times. By integrating Sozhaa’s AI chatbot, Jio created a seamless self-service experience, accessible anytime, in multiple Indian languages.
The solution leveraged intent recognition and contextual conversation design, enabling users to interact naturally in their own words. It also offered smart suggestions, quick reply options, and links to actions like activating plans or requesting callbacks. The bot was integrated with Jio’s backend systems, allowing customers to get personalized details about their account, plans, and usage—turning the chatbot into a true digital assistant, not just a FAQ tool.
Jio partnered with Sozhaa to deliver a smart, scalable customer support solution across channels like WhatsApp, mobile app, and web chat.
Jio partnered with Sozhaa to deliver a smart, scalable customer support solution across channels like WhatsApp, mobile app, and web chat.
Our challange:
With millions of users relying on Jio services daily, handling customer queries at scale was a growing challenge. Traditional support channels like call centers were overwhelmed, leading to long wait times, inconsistent service quality, and customer frustration. Jio needed a cost-effective, always-available solution that could serve users instantly, reduce agent workload, and provide a consistent experience across all digital touchpoints.
What kind of queries can the chatbot handle for Jio customers ?
The chatbot assists with recharges, data balance checks, plan comparisons, SIM activation, troubleshooting, and more. It resolves most queries instantly without needing human intervention.
How does the chatbot personalize the experience ?
It fetches user-specific data like phone number, current plan, or usage history (after authentication) to give customized answers. This makes the experience more relevant and saves users from navigating menus.
Is the chatbot multilingual ?
Yes. To serve Jio’s diverse user base across India, the bot supports multiple Indian languages. This ensures customers can communicate in the language they’re most comfortable with.
Can customers still talk to a human agent if needed ?
Absolutely. The chatbot is designed to escalate complex or sensitive queries to a human agent. It passes on full conversation history, so customers don’t have to repeat themselves.
How does it help Jio reduce support load ?
By handling a large volume of repetitive and common queries automatically, the bot reduces the burden on human agents. This allows support teams to focus on complex and high-value cases.
Is the chatbot available 24/7 ?
Yes. The AI assistant is always on, offering help anytime—even outside business hours or during network peaks. This ensures uninterrupted support regardless of when the user needs help.
Achievement:

With Sozhaa’s AI-powered omnichannel solution, Jio successfully transformed its customer support landscape. The chatbot now handles over 70% of customer queries autonomously, resulting in a 50% reduction in call center traffic. Average resolution time dropped significantly, while customer satisfaction scores saw a marked improvement. The scalable infrastructure ensured that even during service peaks or product launches, customers continued to receive fast and reliable support. This transformation positioned Jio as a digital-first telecom leader, offering smart, real-time assistance to millions of users across India.
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