Asiacell automates 79% of customer interactions with AI Agents. Here’s what your firm can learn from it

Free webinar | 28th July | 11:00 AM GMT+3 | CX AI Playbook included.

RTIH is partnering with Druid AI on a webinar that deserves to be on every customer experience leader's calendar this month.

On 28th July, Asiacell (EMEA’s largest telecommunications provider, serving over 20 million customers) will share the full story behind one of the most significant AI-driven customer service transformations in the region, what they built, how they built it, what went wrong before it went right, and the results that followed.

Those results are worth pausing on. Since deploying Laila, their Druid AI powered agent, Asiacell has automated 79% of digital customer interactions end-to-end. Digital channel adoption has grown from 12% to 54%. Monthly voice calls have dropped from around one million to approximately 500,000. In one of the world's most complex telecommunications environments.

This is not a proof of concept. It is a live, scaled deployment, and the team that built it will be in the online to answer all your questions.

What you will receive by registering

The CX AI Playbook: yours to keep
Every registered attendee receives the CX AI Playbook as a PDF take-away. Practical and immediately applicable, whether you are in retail, utilities, hospitality, financial services, or telecoms, or more.

Live Q&A: ask the people who built it directly
The final 15 minutes of the session are open Q&A with Asiacell's customer care leadership team. This is a rare opportunity to ask the questions that case studies never answer: what failed first, how they chose which interactions to automate, what the AI still hands off to humans and why. Direct access to a real implementation at real scale.

Real AI insights: not theory, not demos
Every insight in this session comes from a live deployment serving 20 million customers. Attendees will leave with a clear picture of what AI driven customer service transformation actually requires: the data approach, the human design process, the channel strategy and a framework they can bring back to their own organisation.

What you will learn

— The six-stage transformation framework that took Asiacell from outdated chatbot logic to 79% automation

— How a human-first design process including the team working as call center agents before building a single feature shaped an AI agent customers actually engage with

— The data-driven approach that identified the highest impact use cases from six months of real customer inquiry analysis

— How progressive API integrations evolved the AI from an FAQ tool into an agent that executes: balance checks, service activations, account management

— The zero-press IVR strategy that redirected customers from voice to WhatsApp and drove digital adoption from 12% to 54%

— How to sustain 80% automation in a complex, high-volume environment through continuous agile development

Speakers

Hisham Hajar
Director of Customer Care & Digital Self-Service, Asiacell
Led Asiacell's end-to-end AI customer service transformation, overseeing the deployment of Laila across digital channels serving 20 million subscribers.

Hawbir Radha
Customer Care AI Senior Manager, Asiacell
Responsible for the operational design and continuous development of Asiacell's AI agent, with direct experience of every stage of the implementation journey.

Cristina Calut
Sales and Partner Director MEA, Druid AI
Partner to the Asiacell team throughout the transformation, bringing deep expertise in enterprise AI agent deployment across the Middle East and Africa region.

Agenda — 28th July | 11:00 AM GMT+3

11:00 Welcome & introduction
The growing pressure on customer service organisations and why leading enterprises are moving from chatbots to AI agents.

11:10 Why Asiacell chose Druid AI
The limitations of traditional chatbot approaches and the challenges of serving millions of customers across multiple channels at scale.

11:20 Building an AI-first customer experience strategy
The human-centred, data-driven approach behind the initiative from call centre immersion to prioritising the highest impact customer journeys.

11:30 The results: 79% automation and a new digital service model
Business outcomes, adoption metrics, operational impact, and the lessons learned from scaling AI across a complex telecommunications environment.

11:45 Live Q&A with Asiacell and Druid AI
Direct questions to the team that built it practical insights you can apply to your own customer experience transformation.

The session is free to attend. All registered attendees receive the CX AI Playbook PDF and the full recording within 48 hours.

Register 👉 here.