Bell Canada

Case Study

Summary 

  • Client: Bell Canada 
  • Industry: Telecom and Media 
  • Challenges: manual complaint and escalation processes lead to longer response times and negatively impact customer experience. 
  • Ateko’s Solution: Implemented ServiceNow TSM Triage Agent, integrating with 11 email inboxes and 14 enterprise systems to automate complaint and escalation cases.
  • Results & Impact:  
    • 450,000 cases automated per year.
    • 25% faster customer response times.
    • 90% accuracy on AI-assisted cases.

Automating Complaint and Escalation
Cases with Agentic AI

Bell’s TSM Triage Agent Implementation

Using the ServiceNow TSM Triage Agent, Ateko automated Bell’s complaint intake and escalation process. By using agentic AI to assess interactions, create cases, validate completeness, populate case fields, detect duplications, and route to the best agent – they now respond to cases faster.

The Challenge

Complaints and escalation cases are some of the hardest conversations in customer service. By the time the customer calls, patience is thin and trust is on the line. Bell sees thousands of these cases coming in every year.

Teams were burning time on the wrong things – validating incomplete fields, hunting for duplicates, manually routing cases before resolution work could even begin. It was eating resource capacity their business couldn’t afford to waste.

Strategic Goals

For customers who’ve already waited too long, the speed and accuracy improvements that can be derived from an AI Agent can be the difference between a frustrating experience and one worth staying for. This is why Bell chose to leverage the ServiceNow TSM Triage Agent.

The Solution: Agentic AI-powered Customer Service

By partnering with Ateko, Bell successfully implemented the ServiceNow TSM Triage Agent. While the foundation was available out-of-the-box, the real challenge was getting it to work within Bell’s business context. This required integration with 11 email inboxes and 14 enterprise systems.

Proven Outcomes

From the moment a complaint comes in, ServiceNow AI Agents create the case, validate completeness, populate critical fields, and detect duplicates before anything enters the queue. No manual triage, no back-and-forth to fill in missing info, no second-guessing the data.

As a result, Bell has automated 450,000 cases per year and cut customer response times by 25%, translating into thousands of hours saved every year. But speed only matters if the data behind it is right. With 90% accuracy on AI-assisted cases, case managers aren’t just getting cases faster. They’re getting information they can trust and act on. Less time cleaning up intake, more time resolving complaints.

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