Bill dispute resolution
Invoice lines and usage explained in seconds; goodwill credit applied by policy, larger amounts need a lead.
Bill dispute resolution
- 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
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
"Why is my bill so high?" on app, WhatsApp or a call
Customer understands the charges, credit applied, case closed
Agents
Billing Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Intent Agent
Understands the dispute and period, verifies the line
detect_intentextract_bill_periodverify_customerBill Analysis Agent
Explains invoice lines against usage records and tariff
get_invoiceget_usage_detailget_tariffexplain_chargesAdjustment Agent
Applies goodwill policy and posts the credit
check_goodwill_policyapply_creditclose_casesend_smsSteps
| # | 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 | — |
SIM swap fraud check
Every SIM swap is risk-scored before provisioning; suspicious requests are held and banks are signalled.
Network outage communications
When an outage ticket opens, affected subscribers are found and the approved message sent before they call.
Plan upgrade advisor
Usage analysed, the right plan offered with a comparison; on acceptance the change provisions instantly.
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- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis