Digicel Pacific customer and employee AI assistants

01 / The challenge

Customer and employee support needed to scale across multiple Pacific markets and knowledge domains while keeping public and internal information separate and making human escalation available.

02 / What we delivered

• Ruby, a public-facing customer assistant.
• An internal Teams assistant using controlled SharePoint knowledge.
• AuxiChat live-agent handover and contact management.
• Multilingual flows, retrieval testing, analytics and cloud operations.

03 / My contribution

I led AI solution architecture and technical delivery across the public and internal assistants, retrieval design, multilingual behaviour, AuxiChat handover, testing and operational analytics.

04 / The outcome

The delivered platform combines customer self-service, employee knowledge and human support while preserving appropriate knowledge boundaries.

Public support, employee knowledge and human-agent escalation operate on one platform across a multilingual telecommunications context.