Satalia: A UK Telco

Satalia partnered with a major UK telecoms provider to supercharge its customer journey operations – delivering smarter service, greater efficiency and a staggering £59 million in total savings across workstreams.

With millions relying on fast, stable internet across the country, our client and its resellers face constant pressure to maintain a high-quality service. But keeping everything running smoothly at national scale demands more than just people power – it needs predictive precision.

To help, Satalia developed a suite of AI-driven tools designed to flag and prioritise potential issues before they disrupted the customer experience. These tools gave customer service teams the ability to act pre-emptively, not reactively – reducing delays, cutting costs and keeping users connected.

• At the heart of the solution were three key models:
• A task-time predictor to forecast how long service tasks would take
• A task failure-rate predictor to highlight jobs at risk
• A dynamic scheduling engine to maximise workforce efficiency

Together, these innovations didn’t just improve performance – they fundamentally changed how operations were managed. The result? A 200x return on investment, 139 full-time roles shaped by model insights, and one of the most efficient customer journey operations in the sector.

A clear signal that when AI is mapped to the right problems, it delivers results at scale.