Onic has launched Onic AI Assist, an Artificial Intelligence-powered chat companion integrated directly into the Onic application and web interface, enabling customers to resolve queries instantly within the platform at no additional cost and without visiting a service centre or waiting in call queues.
The assistant handles a wide range of support queries through natural language conversation, covering SIM activation, plan management, payments, data usage, connectivity troubleshooting, and travel and roaming support. When a query requires human intervention, AI Assist escalates the conversation to Onic’s customer support team while preserving the full context of the interaction, ensuring that customers do not need to repeat their issue from the beginning when transitioning between Artificial Intelligence and human support. The design reflects an understanding that seamless handover between automated and human assistance is as important as the Artificial Intelligence capability itself for delivering a support experience that customers find genuinely useful rather than frustrating.
A defining feature of Onic AI Assist is its language capability. Built specifically for Onic’s customer base in Pakistan, the assistant understands Roman Urdu, Urdu-English mixed phrasing, conversational messaging styles, and common spelling variations, allowing customers to communicate naturally in the way they actually type rather than requiring formal or technically precise language to generate an accurate response. This local language support addresses a persistent limitation of Artificial Intelligence-based customer service tools deployed in Pakistan, where standard natural language processing models trained primarily on formal English have often failed to parse the code-switching and informal writing patterns that define how most Pakistani users communicate digitally.
John McEvoy, Chief Executive Officer of e& international’s Digital Joint Venture, said the goal is to use Artificial Intelligence to remove friction from everyday telecom support by speaking customers’ language, adding that seamless transitions to human support when needed mean nobody has to repeat their query. Omer Bin Tariq, Country Head of Onic Pakistan, said the assistant is built on the principle that support should feel as effortless as everything else in the Onic experience, and that by understanding how customers actually speak, the platform removes the friction that has defined telecom support in Pakistan for years.
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