Onic has launched Onic AI Assist, an intelligent chat companion integrated directly into the Onic app and the web interface, introducing an AI-powered support experience that enables customers to resolve queries instantly within the platform at no additional cost.
The solution allows users to ask questions in natural language and receive guided responses across a range of services, including SIM activation, plan management, payments, data usage, connectivity troubleshooting, and travel or roaming support. When required, AI Assist seamlessly escalates conversations to Onic’s customer support team while preserving the context of the interaction, enabling customers to access assistance anytime through the Onic app and web interface, without the need to visit a service center or wait in call queues.
Built specifically for local users, AI Assist understands Roman Urdu, Urdu-English mixed phrasing, conversational messaging styles, and common spelling variations. This enables customers to communicate naturally without relying on specific keywords or technical terminology.
John McEvoy, Chief Executive Officer, e& international, Digital Joint Venture, said: “AI has the power to make customer service faster, simpler, and more intuitive. With Onic AI Assist, we’re using it to remove the friction from everyday telecom support by speaking our customers’ language. More importantly, when the human touch is needed, the transition is seamless, so nobody has to repeat their query. This is about using AI to respect our customers’ time while making every interaction more personal and connected.”
Commenting on the launch, Omer Bin Tariq, Country Head of Onic Pakistan, said, “Onic AI Assist is built on a simple idea, support should feel as effortless as everything else in the Onic experience. By understanding how our customers actually speak, we are removing the friction that has defined telecom support in Pakistan for years and replacing it with something faster, smarter, and genuinely helpful.”
The launch marks another step in Onic’s journey to enhance the mobile experience through digital innovation, bringing greater convenience, accessibility, and self-service capabilities to customers across Pakistan.
