First Contact Resolution (FCR)
Increase in issues resolved on first customer contact without escalation
Grounded on EOLO’s users survey
Average Handling Time (AHT)
Reduction in average handling time for each customer support interaction
Grounded on EOLO’s users survey
Escalation to Level 2 Help Desk
Reduction in cases requiring senior technical support
Higher frontline autonomy with fewer escalations to Level-2 support
AI loop that turns recurring tickets into validated, structured procedures
Faster onboarding and ramp-up for third-party Level-1 operators
EOLO’s challenge
EOLO’s customer support organization manages high volumes of technical and billing inquiries across a distributed Level-1 model (internal and outsourced teams).
As procedures evolved and product complexity increased, operational friction grew.
The launch of a new 5G FWA Stand-Alone layer on millimeter waves further increased complexity. Frontline teams required just-in-time knowledge on provisioning, troubleshooting, and customer communication making it critical to deliver accurate procedures instantly, reduce resolution cycles, and maintain consistency across locations during a major product rollout.
Syllotips’ solution
EOLO adopted Syllotips to centralize and structure internal knowledge, allowing frontline agents to resolve more issues independently and improving three workflows:
Real-time support assistance
Agents retrieve validated troubleshooting steps and product procedures instantly during live callsEscalation reduction enablement
Recurring Level-2 questions are reviewed and structured into reusable knowledgeKnowledge Building loop
When uncovered questions arise, internal experts provide the answer, Syllotips learns from it and converts it into structured, reusable knowledge
At EOLO, we're building our AI strategy on a governed knowledge foundation that connects operational context with day-to-day execution across the organization. Syllotips integrated quickly into our workflows, helping us scale EOLO's know-how in a controlled and consistent way.
As we progressively adopt multi-agent patterns, Syllotips aligns with our standards-based approach, where decisions remain explainable, safely reversible, and under strong human oversight. This gives us confidence to expand adoption across the organization, with clear operational improvements and a better overall customer experience.
Ayoub Mizmizi
Enterprise Architect, EOLO
of weekly active users
Strong and consistent adoption of Syllotips across teams through regular engagement and sustained platform value
of conversation reuse Syllotips procedures
Allowing strong “self-serve” validated answers for frontlines through one-time experts' loop, learned and reused by Syllotips
of high-quality answers
Knowledge reliability improved over time and usage with high-quality answers grew 51.4% while
low-medium quality ones had a 45.6% decrease.
of items reviewed by experts
High-quality validation and continuous improvement, ensuring accuracy, reliability, and consistent alignment with EOLO’s evolving knowledge base.
Try Syllotips in your environment
Bring one workflow and one knowledge source, we’ll show you what it looks like in production.
