Mayank Choubey. FROM OVERWHELMED TO OPTIMIZED: HOW A MAJOR TELECOM REDUCED CUSTOMER WAIT TIMES BY 70% WITH GENAI-POWERED CHATBOTS. IJRCAIT. 2024;7(2):747-762. Accessed August 2, 2025. https://ijrcait.com/index.php/home/article/view/IJRCAIT_07_02_059