Resolve More Calls Before They Reach a Human.
An AI voice agent that walks subscribers through troubleshooting and billing questions and handles simple plan changes on its own.
Telecom Providers
A subscriber's internet drops during a video call and the first thing he does is dial support. So does the customer whose bill went up after a promotion ended. Telecom support lines carry all of this at once, and the busiest hours are the evenings.
Long hold times drive churn. A subscriber who waits long enough to get angry is already thinking about the competitor's door hanger. Agents, meanwhile, spend a shift on calls that follow a known script: restart the modem, or explain the equipment fee. By the time a save opportunity reaches the retention desk, the customer has often decided.
The agent answers immediately and works the problem in the order your support team defined. It asks which service is affected and checks for a known outage at the subscriber's address, then walks through the troubleshooting steps for internet, TV, or mobile. For a billing question, it explains each line on the statement and hands off to payment processing. It processes the simple plan changes you allow, such as an upgrade or an add-on, and books technician visits. When a subscriber wants to cancel, the agent presents the retention offer you configured and transfers live, with a summary, to your retention team.
Capabilities
What it handles
- Guided troubleshooting for internet, TV, and mobile service using your support team's steps
- Area outage checks at the subscriber's address and status updates
- Bill explanations, handoff to payment processing, and reminders before the due date
- Plan upgrades, add-ons, and the promotional offers you make available
- Installation and repair appointment scheduling, with confirmations and reminders
- Retention offers for subscribers calling to cancel, then a warm transfer
- Port-in and activation support for new subscribers bringing a number over
Consistent, accurate answers
The agent works from your current plan lineup, pricing, and policies, so every subscriber hears the same answer. It changes a plan only within the options you approved and never invents a credit or a discount; a retention offer is one you loaded, in your words. You decide which troubleshooting steps it may walk through and when a call must go to a person. Every conversation is recorded, transcribed, and tagged by reason, which shows you what is driving call volume.
In practice
A typical call
A subscriber calls in the evening because her home internet keeps dropping. The agent confirms the account and finds no known outage at her address, so it walks her through the restart sequence your support team uses. The connection comes back during the call, and the agent mentions the speed upgrade available on her plan and logs that she declined it for now. The call is tagged as troubleshooting, with the steps taken, and the transcript sits in the account record.
Outcomes
The results
Cost per call drops because routine troubleshooting and billing calls never reach a human agent. Wait times fall for the subscribers who do need one, and escalations go down. Customers get off the phone with the problem fixed, and your retention team receives warm transfers while the subscriber is still on the line. The dashboard shows which call reasons are growing and why calls were transferred.
Your next customer is calling right now.
Schedule a demo to hear the agent resolve a real service call and see what the support line can do for retention.