Telecomappvoicewhatsapp

Bill dispute resolution

Invoice lines and usage explained in seconds; goodwill credit applied by policy, larger amounts need a lead.

In short

Bill dispute resolution is an agent scenario in the Telecom sector running on the app, voice, whatsapp channels. Trigger: "Why is my bill so high?" on app, WhatsApp or a call. The Billing Supervisor coordinates 3 specialist agents (Intent Agent, Bill Analysis Agent, Adjustment Agent) across 3 systems (Billing (Amdocs), Usage Mediation / CDR Store, SMS Gateway); of 10 steps, 1 write to systems and 2 are checks or approvals. Outcome: Customer understands the charges, credit applied, case closed. Approval rule: Goodwill credit > 75 → team lead approval.

Telecom

Bill dispute resolution

run #41,288,546elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Goodwill credit > 75 → team lead approval

Agents in this run

Billing Supervisorsupervisorplans, routes, approves

Intent Agentaginies-sunkar-1 · on-premUnderstands the dispute and period, verifies the line

Bill Analysis Agentaginies-tulpar-4 · on-premExplains invoice lines against usage records and tariff

Adjustment Agentaginies-talay-2 · on-premApplies goodwill policy and posts the credit

Audit trail00:00.00

App: "Why is my bill 640 this month? It's normally 420"
Intent: bill dispute · period: August · line 0532 *** 4471 verified
Invoice #INV-2608-99120: 640 = plan 420 + roaming 185 + SMS 35
CDRs: 380 MB of roaming data in Bulgaria, 14–16 Aug
Plan: explain lines → goodwill policy → approval → credit → notify
Roaming charge matches the tariff; 4-year customer, first dispute
Goodwill policy: first dispute + loyal customer → 50% credit (92.50), above threshold
Credit > 75 → team lead approved the 92.50 credit
92.50 credit applied to the next invoice, case #BD-40211 closed
SMS: explanation of charges, credit and a roaming add-on suggestion
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

"Why is my bill so high?" on app, WhatsApp or a call

Outcome

Customer understands the charges, credit applied, case closed

Agents

SUPERVISOR

Billing Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-sunkar-1 · on-prem

Intent Agent

Understands the dispute and period, verifies the line

detect_intentextract_bill_periodverify_customer

aginies-tulpar-4 · on-prem

Bill Analysis Agent

Explains invoice lines against usage records and tariff

get_invoiceget_usage_detailget_tariffexplain_charges

aginies-talay-2 · on-prem

Adjustment Agent

Applies goodwill policy and posts the credit

check_goodwill_policyapply_creditclose_casesend_sms

Steps

#	Kind	Agent	What happens	System	ms	tok
01	ingest	Billing Supervisor	App: "Why is my bill 640 this month? It's normally 420"	—	180	—
02	reason	Intent Agent	Intent: bill dispute · period: August · line 0532 * 4471 verified**	—	400	250
03	tool	Bill Analysis Agent	Invoice #INV-2608-99120: 640 = plan 420 + roaming 185 + SMS 35	Billing (Amdocs)	420	—
04	tool	Bill Analysis Agent	CDRs: 380 MB of roaming data in Bulgaria, 14–16 Aug	Usage Mediation / CDR Store	480	—
05	plan	Billing Supervisor	Plan: explain lines → goodwill policy → approval → credit → notify	—	240	170
06	reason	Bill Analysis Agent	Roaming charge matches the tariff; 4-year customer, first dispute	—	760	820
07	verify	Adjustment Agent	Goodwill policy: first dispute + loyal customer → 50% credit (92.50), above threshold	—	440	320
08	approval	Billing Supervisor	Credit > 75 → team lead approved the 92.50 credit	—	2,300	—
09	write	Adjustment Agent	92.50 credit applied to the next invoice, case #BD-40211 closed	Billing (Amdocs)	480	—
10	notify	Adjustment Agent	SMS: explanation of charges, credit and a roaming add-on suggestion	SMS Gateway	260	—

Simulation metrics (estimated)

88,000runs / month

96.3%success

6 sp50

$0.0009est. cost / run

Approval rule

Goodwill credit > 75 → team lead approval

Step profile

ingest · 1plan · 1reason · 2tool · 2verify · 1approval · 1write · 1notify · 1

SYSTEMS

Billing (Amdocs)core
Usage Mediation / CDR Storedb
SMS Gatewaychannel

What you need to run it

Read/write API or MCP server and a service account for the core system
Read access to the database or vector store; a data owner
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors the "explain my bill" assistant pattern at large operators, extended to apply credits

Packages that include this scenario Call-centre quality monitoring →Subscriber care and network support → Sector: Telecom →

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Time to move from experimenting with AI to transforming with it.

In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.

Book a 30-minute discovery session → dahi@aginies.com

Your 2–3 priority problems
Live demo of a similar scenario
Roadmap starting with value analysis