Pakistan's Onic Launches AI Assist, the First Telecom Support Chatbot

en.Wedoany.com Reported - Onic has launched AI Assist in Pakistan, an intelligent chat assistant directly integrated into the Onic app and web interface, designed to provide instant resolution of customer queries through AI-powered technical support at no additional cost.

AI Assist allows users to ask questions in natural language and receive guided responses on SIM activation, plan management, payments, data usage, connectivity troubleshooting, and travel or roaming support. When necessary, AI Assist seamlessly escalates conversations to Onic's human support team while preserving the interaction context to avoid repeated queries. The localized nature of this feature is its core strength, understanding Roman Urdu, Urdu-English mixed expressions, conversational messaging styles, and common spelling variations, enabling customers to communicate naturally without relying on specific keywords or technical terms.

John McEvoy, CEO of e& International Digital Joint Ventures, stated that the solution eliminates friction in telecom support by using the customer's language, with a seamless handover to human agents that requires no repeated queries. Omer Bin Tariq, Country Head of Onic Pakistan, noted that AI Assist removes the friction that has existed in Pakistan's telecom support for years.

Compared to competitor Jazz Digital's Rox app, which focuses on lifestyle products including plans, offers, and events, Onic's AI Assist is specifically designed for customer support automation. Rox offers curated plans and exclusive benefits but lacks dedicated AI-powered support chat. Onic's advantage lies in integrating AI assistance directly into operational workflows rather than lifestyle features. Users can access AI Assist anytime through the app or web interface without needing to visit a service center or wait in a call queue.

This launch is part of Onic's efforts to advance digital innovation in Pakistan's telecom sector, as the company expands accessibility and self-service capabilities for its nationwide customer base.