From choice to success: How DELTA Fiber Harnesses the Power of Voicebot Technology
Digital transformation in the telecom industry is not only about adopting new technology. It is about using that technology to give customers faster, clearer, and more human support. For DELTA Fiber, one of the largest fiber providers in the Netherlands, this means rethinking how conversations can become simpler, more personal, and more efficient at scale.
During the Frankwatching Conversational Conference 2025 in Utrecht, DELTA Fiber shared how it introduced Voice AI to elevate customer contact while staying true to its mission: connecting people through reliable, easy, and human communication.
A Voice AI assistant designed for telecom customer needs
DELTA Fiber and AssistYou developed a Voice AI assistant that understands natural language, instantly recognizes intent, and helps customers solve issues without waiting or navigating complex menu structures. Whether a customer needs support with internet setup, billing, connection issues, or general service questions, they simply speak, and the assistant guides the conversation naturally and effectively.
The results DELTA Fiber is achieving
DELTA Fiber is seeing clear impact from its Voice AI implementation. The organization now experiences thirty-three percent fewer call transfers across more than fifty thousand customer calls. Customers benefit from faster resolution due to accurate intent recognition and intelligent routing. More people choose to complete their request through self-service, and the teams gain deeper insight from analytics that support data-driven improvements in customer experience.
A realistic view of the technology stack
DELTA Fiber was already working with Genesys Cloud as its CCaaS platform. AssistYou’s Voice AI and Analytics platform integrates seamlessly into this environment, enhancing the existing setup rather than replacing it. Through AssistYou Analytics, DELTA Fiber gains a clearer understanding of customer intent, identifies friction points in the journey, and refines processes using real-time data. This insight layer strengthens decision-making without overstating the scale of the architectural transformation.
A grounded perspective on the role of AI in the contact center
The introduction of Voice AI at DELTA Fiber is not about replacing human agents. It is about supporting both customers and agents by making conversations more efficient. Routine questions are handled automatically, allowing agents to focus on cases that require empathy, reassurance, or deeper expertise.
The result is a smoother customer experience and a more balanced workload within the contact center, all while preserving the human connection that customers value and that DELTA Fiber aims to deliver as a core part of its brand identity.
A partnership built on continuous improvement
The collaboration between DELTA Fiber and AssistYou continues to evolve. As insights grow, call flows improve, and customer needs change, the Voice AI assistant keeps learning and adapting. It is an ongoing journey toward creating a more connected, more customer-friendly telecom experience, one conversation at a time.
