TelecommunicationsEMEAAI
Shipping a production RAG copilot for a telco's frontline support
Designed and operated a RAG assistant powered by an open-weights model on the customer's own infrastructure, with red-teaming and evaluation harnesses built in.
Client: An EMEA mobile network operator
Challenge
What we walked into
Frontline agents spent 40% of call time searching internal knowledge bases. Closed-model APIs were ruled out due to data sovereignty.
Approach
How we engaged
- ●Stood up gpt-oss on Ollama / vLLM behind an internal API gateway with auth and rate limits
- ●Built an evaluation harness with 800 golden cases and automated graders
- ●Indexed 2M support documents into pgvector with hybrid search
- ●Designed prompt-injection defenses, PII redaction, and audit logging
- ●Integrated with the existing CCaaS platform via WebSocket
Results
What changed
Average handle time
−27%
First-call resolution
+18 pts
Cost per call (vs. closed-API alternative)
−72%
“TecLeads understood that a model is only as useful as its evaluation harness. They built ours from day one.”
Director of Customer Operations · Telecommunications
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This case study is an illustrative, anonymized representation of recent client work.