AI Agents

Build, deploy and operate AI agents across Telecom Customer Care

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LIVE OPERATIONS

AI OPERATIONS BRIEF

Technical Care AI resolved 68% of eligible Fiber interactions today. INC-1048 generated 214 AI-handled conversations across Voice and WhatsApp. Billing Care has an elevated human handoff rate because credit and adjustment actions require approval. Three conversations require review after Billing API timeouts. The latest Technical Care agent version improved successful incident identification in the current evaluation set.

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AGENT CATALOG

AgentChannelsStatusHandledResolved by AIHandoffExceptionsVersionLast activity

TECHNICAL CARE

Fiber & mobile technical support

VoiceWhatsAppWeb Chat
LIVE68468%24%8%v12Now

BILLING CARE

Invoice, charges and payment support

VoiceWhatsAppWeb Chat
LIVE39161%31%8%v8Now

ORDER CARE

Orders, installation and provisioning

WhatsAppWeb Chat
LIVE20964%28%8%v62m ago

RETENTION CARE

Cancellation and retention conversations

Voice
REVIEW REQUIRED76———v312m ago

RESOLUTION PLAYBOOKS

Operational resolution patterns for repeatable Telecom scenarios

KNOWN FIBER OUTAGE

  1. 1Identify customer
  2. 2Identify service
  3. 3Find active incident
  4. 4Match Customer Situation
  5. 5Retrieve current status
  6. 6Communicate verified status
  7. 7Preserve existing Case
  8. 8Monitor incident

PAYMENT / SUSPENSION

  1. 1Verify identity
  2. 2Retrieve payment
  3. 3Validate balance
  4. 4Check service state
  5. 5Detect restoration gap
  6. 6Request governed restoration
  7. 7Monitor completion

INSTALLATION DELAY

  1. 1Retrieve order
  2. 2Retrieve provisioning state
  3. 3Identify blocking dependency
  4. 4Check appointment
  5. 5Communicate next step
  6. 6Monitor order