Telecom provider Digicel Group revealed that Ruby, its artificial intelligence (AI)- powered assistant, now successfully resolves more than half of the queries routed through it in Jamaica without human involvement. Ruby augments rather than replaces human agents, according to the company’s 2026 Sustainability Report, released this week. Still, the scale of the roll-out offers an early case study in what AI-driven customer care looks like in a market known for outsourcing.