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Singtel Group partners with Sierra to transform customer engagement with AI.

The collaboration started late January with a pilot involving Singtel Singapore’s customer care ecosystem, in particular its AI assistant “Shirley”. Singtel is working on adding more languages to its capabilities to connect better with the local communities. Singtel went live in less than 10 weeks, and in the first six weeks since launch, ”Shirley” handled over 70,000 customer cases involving high volume requests in areas such as mobile issues and roaming services. Initial results have been positive: 73% of mobile and home troubleshooting cases were resolved without requiring a Customer Care officer.

Agent or tool
Sierra
Topic
Customer Support
Reported on
Case study (Sierra)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 202 by interest), and one of 21 involving Sierra.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Sierra or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Sierra.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Sierra): https://sierra.ai/customers/singtel. Our summary is a paraphrase; details are in the source.

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