Industry solutions · Telecommunications
For mobile, fixed-line, broadband and enterprise connectivity providers, we design, integrate and operate AI agents and workflows that answer plan and service enquiries, take fault tickets through permitted diagnostic steps, share outage status from approved systems and coordinate field-service visits with human escalation. Customers are verified before any account-specific information or change.
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Outages and service changes trigger sudden surges of the same question across call, chat and social channels.
Frequently changing plans, add-ons and eligibility rules make consistent answers difficult for agents and self-service.
Tickets missing location, device or test results cause repeat contacts, unnecessary truck rolls and longer resolution.
Appointment windows, technician updates and access arrangements are handled manually, leading to missed visits.
Four example solution patterns. Each is configured around your systems, rules and approval points.
01
Inputs
Questions in app chat, web, WhatsApp or social messaging.
AI & workflow actions
Explains current approved plans, add-ons, coverage information and processes; compares options from the published catalogue.
Human escalation
Retention offers, contract disputes and complex enterprise requests go to the relevant sales or care team.
Systems updated
Interaction and interest recorded in the CRM.
02
Inputs
Fault reports describing connectivity, speed or device issues.
AI & workflow actions
Verifies the customer, collects location and device details and guides only approved troubleshooting steps, recording results.
Human escalation
Unresolved faults, vulnerable customers or safety concerns are escalated to technical support with full context.
Systems updated
Ticket created or updated in the ticketing/OSS system with diagnostic results.
03
Inputs
Customer questions during incidents; incident status from network or status systems.
AI & workflow actions
Checks the approved incident source for the customer’s area and shares only published status and estimated updates.
Human escalation
If no incident is published, the agent opens a ticket rather than speculating.
Systems updated
Contact linked to the incident for proactive updates when status changes.
04
Inputs
Tickets requiring a visit; technician schedules and job updates.
AI & workflow actions
Offers appointment windows, confirms access details, sends reminders and relays technician status updates.
Human escalation
Missed appointments, access problems and customer complaints go to the dispatch team.
Systems updated
Work order and appointment updated in the field-service platform.
Illustrative example
Illustrative flow: home broadband fault
A customer reports slow broadband via app chat.
The agent verifies the customer and checks the approved status source: no published incident in the area.
It guides the permitted steps (router restart, cable check) and records the results.
The issue persists, so a ticket is created with diagnostics and the case is escalated to technical support.
Technical support decides a visit is needed; the agent offers windows and confirms the appointment.
First-contact resolution and repeat-contact rates are tracked weekly.
This scenario is illustrative, not a client case. Actual configuration depends on project scope, data access and your policies.
Examples only. Every integration is subject to API availability, access approval and security review during discovery; we do not assume prebuilt connectors.
Discovery
Analyse contact reasons, verification rules, diagnostic scripts and escalation paths.
Design
Design approved answer content, permitted steps, verification and hand-off logic.
Pilot
Pilot on one contact reason or channel with supervisors reviewing outcomes.
Integration
Integrate with CRM, ticketing, status and field-service systems through approved APIs.
Operation
Operate with monitoring of resolution, escalations and incident-time behaviour.
Optimisation
Optimise flows from repeat-contact analysis and agent feedback.
We baseline these before the pilot and report measured change. We do not promise results in advance.
Book a free consultation to review your processes, systems and constraints, and to define a scoped pilot.
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