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Faster Resolution Across Networks and Customer Operations
Create agents that troubleshoot routine issues, explain account context, coordinate technician visits, classify network incidents, and support service operations — grounded in your OSS/BSS stack, with human approval at every consequential step.
- Sector
- Technology, Media & Knowledge
- Agents on this page
- 6 purpose-built agents
- Control
- Approval checkpoints and audit trail
Telecommunications operators run two businesses at once: a network that has to stay up, and a customer base that calls the moment it doesn't.
The systems behind both — OSS and BSS platforms, CRM, billing engines, NOC tooling, field-service dispatch — grew up separately, so the context a support rep needs sits scattered across five screens while the customer waits on hold.
That gap shows up everywhere. Trouble tickets pile up during outages the NOC already knows about. Trucks roll for faults a line test would have caught. A billing event that took seconds to occur takes twenty minutes to explain.
Agents built on this stack can close much of that distance. Connected to live diagnostics, incident data, and account history — and bounded by explicit permissions — they resolve the routine directly, prepare the complex for human decision, and keep every ticket, account, and incident record current along the way.
Where the work slows down
Repeated Troubleshooting
The same reboot-and-reset script runs thousands of times a day, often without anyone looking at live line diagnostics first. Customers repeat their story at every escalation because the context doesn't travel with them.
Billing Confusion
Proration, mid-cycle plan changes, equipment charges, and expiring promotions produce invoices that customers can't reconcile. Explaining a charge often takes longer than the event that caused it.
High Service Volume
Contact volume spikes with every outage, device launch, and billing cycle — far faster than any staffing model can flex. Queues grow precisely when customers are least patient.
Outage Correlation
During a network event, hundreds of individual trouble tickets describe the same root cause, but nothing links them until someone notices manually. The NOC and the contact center learn about the same outage separately.
Technician Scheduling
Truck rolls go out for faults a remote line test would have resolved, while genuinely needed visits slip windows or arrive without the fault history. Every avoidable dispatch costs money and a customer's day.
Fragmented Context
CRM, billing, NOC tooling, and field-service systems each hold one piece of the customer's situation. Reps toggle across five screens to assemble a picture the customer assumes the company already has.
Six agents designed around this work
Technical Support Agent
Works through routine connectivity and device issues with customers, using live line diagnostics instead of generic reset scripts.
What it does
- Receives trouble reports from chat, phone transcripts, or the self-service app, along with the affected service identifier
- Retrieves modem status, line-quality metrics, and signal history from network monitoring before proposing any fix
- Checks the active incident list so a customer inside a known outage footprint is told so immediately, not walked through a reboot
- Prepares step-by-step guided resolutions matched to the customer's equipment model and service tier
- Records the diagnostic trail and outcome on the ticket so the next rep never starts from zero
Works in
- Ticketing
- Network monitoring
- Knowledge base
- CRM
- Messaging
Escalates to a support engineer whenever diagnostics are ambiguous, a fix requires account-level changes, or the customer asks for a person.
Account Service Agent
Turns billing history, proration rules, and plan details into plain answers a customer can verify on their own invoice.
What it does
- Receives billing questions and matches them to the specific invoice lines, usage records, and plan events they refer to
- Retrieves charge breakdowns, promo expiry dates, and mid-cycle change history from the billing platform
- Checks disputed amounts against rate plans and adjustment policy to determine whether a credit is even in scope
- Prepares credit and adjustment requests with the supporting evidence attached for supervisor review
- Updates the CRM interaction log with what was explained and what remains open
Works in
- Billing
- CRM
- Identity verification
- Ticketing
- Messaging
Credits, refunds, and adjustments are prepared for a supervisor to approve — the agent never applies a financial change itself.
Network Incident Agent
Separates isolated faults from network-level events so the NOC sees one classified incident instead of a hundred unlinked tickets.
What it does
- Receives alarms from monitoring and inbound trouble tickets in the same stream, tagged with location and service path
- Checks new reports against network topology to correlate customer complaints with the elements they share
- Prepares incident summaries with affected footprint, probable layer, and correlated ticket counts for NOC triage
- Routes classified incidents to the right engineering queue and links every related customer ticket to the master record
- Updates ticket status and drafts customer-facing outage notices as the incident progresses, holding them for approval
Works in
- Network monitoring
- Ticketing
- Knowledge base
- Messaging
- CRM
NOC engineers confirm every incident declaration and own all remediation; the agent has read-only access and no path to network configuration.
Plan Guidance Agent
Grounds plan recommendations in a customer's actual usage history rather than whatever promotion is currently running.
What it does
- Retrieves twelve months of usage, overage, and roaming patterns from billing and account systems
- Checks eligibility rules, contract terms, and early-change fees before presenting any option
- Prepares side-by-side comparisons showing what each candidate plan would have cost against real past usage
- Records the customer's stated needs and the options presented, so follow-up conversations start informed
- Routes accepted changes into the order system only after the customer has explicitly confirmed
Works in
- Billing
- CRM
- Order management
- Product catalog
- Messaging
No plan change is submitted without the customer's explicit confirmation, and retention or win-back offers stay with human account teams.
Technician Coordination Agent
Cuts avoidable truck rolls and missed windows by making sure every dispatch carries complete diagnostics and a confirmed appointment.
What it does
- Checks remote-resolution options one final time before a field visit is booked, attaching the failed diagnostic results as justification
- Retrieves technician availability, skill requirements, and territory from the field service platform
- Prepares work orders with fault history, equipment on site, and access notes so technicians arrive ready
- Updates customers on confirmed windows and arrival estimates, and handles reschedule requests against open slots
- Records visit outcomes back onto the originating ticket and flags repeat visits to the same address
Works in
- Field service management
- Ticketing
- Network monitoring
- CRM
- Messaging
Dispatch supervisors approve any work order that commits an expedited window, overrides routing rules, or follows a repeat visit.
Service Quality Agent
Watches for the patterns no single ticket reveals — repeat contacts, chronic line faults, and slowly degrading service areas.
What it does
- Retrieves closed tickets, repeat-contact records, and line performance trends across the customer base on a rolling basis
- Checks for accounts with recurring faults that individual resolutions keep closing without fixing
- Flags clusters of degradation by node, neighborhood, or equipment batch for engineering review
- Prepares weekly service-quality summaries with the underlying ticket evidence linked, not just aggregates
- Routes proposed proactive-outreach lists to service management rather than contacting customers directly
Works in
- Ticketing
- Network monitoring
- CRM
- Billing
- Analytics warehouse
Systemic-fault findings and any proactive customer outreach go to a service manager for sign-off before a single customer is contacted.
One request, end to end
Issue Reported
A customer reports a fault through chat, phone, or the self-service app, and the report is captured with its service identifier and location.
Identity and Service Verified
The agent confirms the account through your identity systems and pulls the exact services, equipment, and plan attached to it.
Diagnostics Performed
Line quality, modem status, and signal history are retrieved from network monitoring before any troubleshooting step is proposed.
Known Incident Checked
The report is cross-referenced against active incidents so a customer inside an outage footprint gets status and an ETA instead of a reboot script.
Resolution or DispatchA person decides
The agent walks the customer through a guided fix, or prepares a diagnostics-attached work order for dispatch approval when a visit is genuinely needed.
Records Updated
Ticket, account, and incident records are updated with the outcome and full diagnostic trail, so nothing restarts from zero next time.
Connected to the systems that run the work
01CRM & Customer Service
- Salesforce
- HubSpot
- Zendesk
- or a custom CRM
02Billing & BSS
- Zuora
- CSG
- an operator's in-house billing engine
- or another BSS platform
03Network Monitoring & OSS
- Zabbix
- SolarWinds
- Nagios
- or a proprietary network management system
04Ticketing & ITSM
- ServiceNow
- Jira Service Management
- or an internal ticketing system
05Field Service Management
- Salesforce Field Service
- ServiceMax
- or a custom dispatch platform
06Identity & Messaging
- Okta
- Twilio
- WhatsApp Business
- or existing IVR and SMS gateways
Governance Built for Carrier-Grade Operations
Telecom operations sit under CPNI obligations, carrier-grade uptime expectations, and customers who notice every failure. Agents in this environment operate inside explicit boundaries: scoped credentials, mandatory approval points, and full audit trails. They diagnose, correlate, and prepare — your engineers and supervisors decide.
- Role-based permissions scoped per system and per queue
- Approval checkpoints for credits, plan changes, and dispatch commitments
- Complete audit trail of every retrieval, draft, and record update
- CPNI data boundaries — customer network data never leaves your systems
- Read-only access to network monitoring; no path to configuration changes
- Customer confirmation required before any service change is submitted
- Evaluation suites run against historical tickets before go-live
- Live monitoring with error-rate and drift alerts
- Safe fallback — any interaction hands off to an employee on request or low confidence
From first workshop to launch
Discovery and product architecture
Map the user journeys, workflows and technical priorities.
UX/UI design and prototype
Define the interface system, key screens and clickable flows.
Development and integrations
Build the frontend, backend and integrations.
Launch, optimisation and scaling
Improve the platform through analytics and feedback.
Questions, answered
Customer proprietary network information stays inside your infrastructure and your compliance boundary — agents query your systems through scoped, role-based credentials and retain nothing outside them. Call records, location data, and usage details are retrieved only for the specific interaction that needs them, and every access is logged. We design the data boundary with your compliance team before any agent touches production.
No. Agents hold read-only access to monitoring and diagnostic systems — they correlate, classify, and prepare, but every configuration change, remediation step, and incident declaration belongs to your NOC engineers. That boundary is enforced at the credential level, not by convention.
Through the interfaces your stack already exposes — APIs where they exist, and integration layers where legacy systems need them. We build against your CRM, billing engine, network monitoring, ticketing, and field-service platforms as they are, rather than requiring a migration first. Each connection is scoped to the minimum access the workflow needs.
Pick a workflow with high volume and a clear resolution path — guided troubleshooting for a common fault class, or outage-time ticket correlation, are typical first candidates. Both produce measurable results against your existing ticket history and keep humans in charge of every consequential decision. Starting narrow lets your team evaluate behavior before extending scope.
Map One Workflow First
Bring us one queue — repeat troubleshooting calls, outage-time ticket floods, avoidable truck rolls. We'll map the systems that workflow touches, define where human approval sits, and scope an agent you can evaluate against your own historical tickets before it ever faces a customer.