Onic has launched Onic AI Assist, an intelligent chat companion integrated directly into the Onic app and web interface.
The feature introduces AI-powered support that resolves customer queries instantly at no additional cost. Users can ask questions in natural language and receive guided responses across SIM activation, plan management, payments, data usage, connectivity troubleshooting, and travel or roaming support. When required, AI Assist seamlessly escalates conversations to Onic’s human support team while preserving interaction context, eliminating the need to repeat queries.
The defining feature is localization. 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. The solution was built specifically for Pakistani users, addressing a critical gap in telecom customer service.
John McEvoy, Chief Executive Officer of e& international’s Digital Joint Venture, stated the solution removes friction from telecom support by speaking customers’ language. More importantly, human transitions are seamless, requiring no query repetition.
This approach respects customer time while maintaining personal connection. Omer Bin Tariq, Country Head of Onic Pakistan, emphasized that AI Assist removes friction that has defined telecom support in Pakistan for years.
Compared to competitors like Jazz Digital’s Rox app, which focuses on lifestyle offerings including packages, deals, and events, Onic’s AI Assist specifically targets customer support automation. Rox provides curated packages and exclusive perks but lacks dedicated AI-powered support chat.
Onic’s advantage lies in integrating AI assistance directly into operational workflows rather than lifestyle features. Users access Onic AI Assist anytime through the app or web interface without visiting service centers or waiting in call queues.
The launch marks Onic’s commitment to digital innovation in Pakistan’s telecom sector. The company continues expanding accessibility and self-service capabilities for its customer base across the country.
