Floods of calls when the service drops
A fault in one area multiplies calls within minutes. They all ask the same thing, the queue shoots up and customers with other problems can’t get through.
AI customer service for telecoms providers
AI customer service for telecoms operators and ISPs that answers every call without a queue: it checks for an outage in the area, walks customers through the first diagnostic steps, answers billing questions and opens the ticket with everything your engineers need.
What overloads a telecoms contact centre today
Repetitive queries that cost money
Why the bill went up, when it’s taken, how to change tariff. Each one ties up a human agent for several minutes, at a cost per call you notice at the end of the month.
Tickets that arrive incomplete
No account number, the router not restarted, no idea which lights are on. The engineer has to call back before they can do anything.
What AI customer service does in your telecoms business
The AI voice agent knows your tariffs and procedures and, connected to your systems, the state of the network and of each customer, and handles first-line support from start to finish.
For a telecoms operator or ISP, the phone is where customer satisfaction is won or lost, and with it the churn rate: a customer who waits twenty minutes in a queue over a broadband fault is a customer starting to look at other deals. AI customer service for telecoms providers answers every call at once, resolves first-line queries without human involvement and escalates to your team only what needs an engineer, with the diagnosis already done. The result is shorter queues, a lower cost per contact and tickets that are fixed first time.
Reports outages
Connected to your network system via webhook, it identifies the customer and tells them whether there is a fault in their area and when it’s expected to be fixed, without going through an agent.
First-line technical support
It guides the router restart, the check of lights and cables and any tests your procedure sets out, and only opens a ticket if the problem isn’t resolved.
Bills, tariffs and new connections
It explains items on the bill, compares tariffs, takes requests for new connections or switching and logs them in your CRM.
Escalates with the case worked up
Anything that needs a person is transferred to the right queue with the summary, the diagnosis and the customer’s details, so nobody has to repeat anything.
What a call sounds like
This example is illustrative: fault and customer data come from your systems, connected via webhook.
How to get started
- Create the agent from your website and your support and billing procedures.
- Connect your CRM and your fault management system via webhook so it can identify the customer and check the state of the network.
- Put it in front of your contact centre over a SIP trunk and define which cases go to which queue.
CallerHello, I’ve had no broadband at home since this morning.
AgentI’m sorry to hear that, let’s take a look. Could I have the account number and the postcode for the account holder?
CallerYes, it’s 48215937, and the postcode is M14 5QT.
AgentThank you. I can see there’s a fault open in your area since nine o’clock, and it’s expected to be fixed before three this afternoon. Would you like us to send you a text message when the service is back?
CallerYes, please.
AgentDone, you’ll get a text message on this number as soon as the service is restored. I’m sorry for the inconvenience.
Frequently asked questions
How many calls can it handle at once?
As many as the simultaneous calls you sign up for, and they scale with your volume. In a fault-driven peak there is no queue: every call is answered straight away.
Does it replace our contact centre?
No. It takes first-line and repetitive queries, and passes your agents the cases that need a person, with the diagnosis done.
How does it identify the customer?
With the detail you choose (account number, postcode or the number they’re calling from) and a lookup in your CRM via webhook.
Can we supervise what it says?
Yes. Every call is recorded, transcribed and summarised, and with supervision licences your quality team can review calls and tune the agent.
Other industries
Try it with your own operation
We build an agent from your website in a couple of minutes, so you can hear it answering your calls.
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