Subscriber care assistant: bill, plan, fault and contract
The subscriber calls or writes; bill dispute, plan change and line fault are resolved in BSS and network systems in one session.
Subscriber care assistant: bill, plan, fault and contract is an agent scenario in the Telecom sector running on the voice, app, whatsapp channels. Trigger: Multi-topic request over IVR, app chat or WhatsApp. The Subscriber Care Supervisor coordinates 4 specialist agents (Dialogue Agent, Account Agent, Network Agent, Retention Agent) across 5 systems (IVR / SIP, BSS / Billing, OSS Network, CRM, SMS Gateway); of 10 steps, 3 write to systems and 1 are checks or approvals. Outcome: Bill corrected, plan changed, modem repaired remotely, contract terms explained. Approval rule: Contract cancellation, bill correction above 500 or technician priority → representative approval.
Subscriber care assistant: bill, plan, fault and contract
- Call: "my bill doubled, the internet keeps dropping for two days, I want to change my plan"
- Three topics: bill dispute · fault · plan change; identity verified by IVR PIN
- Plan: bill lines → correction → line test → repair → contract → plan → summary
- Bill 486: roaming 212 (3 days), no out-of-plan item
- Roaming pack applied retroactively, 212 → 89; difference on the next bill
- Line test: SNR marginal, modem not restarted for 41 days, firmware outdated
- Modem updated and restarted remotely; test: 94 Mbps stable, no technician needed
- 7 months left on contract; upgrade carries no exit fee, +60 monthly, 3 months discounted
- Plan change confirmed, effective next billing period, ref #PL-99102
- Spoken summary read out, SMS with the three references sent, satisfaction survey triggered
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Multi-topic request over IVR, app chat or WhatsApp
Bill corrected, plan changed, modem repaired remotely, contract terms explained
Agents
Subscriber Care Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Dialogue Agent
Runs the conversation, separates topics, replies in voice and text
detect_intentscompose_replytts_speakAccount Agent
Explains bill lines, applies corrections and plan changes
get_billadjust_billchange_planget_commitmentNetwork Agent
Diagnoses line and modem, decides remote repair or technician dispatch
line_testmodem_resetschedule_technicianRetention Agent
Computes contract and exit terms, selects the eligible offer
calc_exit_feeget_offerspolicy_checkSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Subscriber Care Supervisor | Call: "my bill doubled, the internet keeps dropping for two days, I want to change my plan" | IVR / SIP | 200 | — |
| 02 | reason | Dialogue Agent | Three topics: bill dispute · fault · plan change; identity verified by IVR PIN | — | 640 | 380 |
| 03 | plan | Subscriber Care Supervisor | Plan: bill lines → correction → line test → repair → contract → plan → summary | — | 240 | 220 |
| 04 | tool | Account Agent | Bill 486: roaming 212 (3 days), no out-of-plan item | BSS / Billing | 440 | — |
| 05 | write | Account Agent | Roaming pack applied retroactively, 212 → 89; difference on the next bill | BSS / Billing | 560 | — |
| 06 | tool | Network Agent | Line test: SNR marginal, modem not restarted for 41 days, firmware outdated | OSS Network | 1,600 | — |
| 07 | write | Network Agent | Modem updated and restarted remotely; test: 94 Mbps stable, no technician needed | OSS Network | 2,400 | — |
| 08 | verify | Retention Agent | 7 months left on contract; upgrade carries no exit fee, +60 monthly, 3 months discounted | CRM | 480 | 260 |
| 09 | write | Account Agent | Plan change confirmed, effective next billing period, ref #PL-99102 | BSS / Billing | 420 | — |
| 10 | notify | Dialogue Agent | Spoken summary read out, SMS with the three references sent, satisfaction survey triggered | SMS Gateway | 400 | 200 |
Bill dispute resolution
Invoice lines and usage explained in seconds; goodwill credit applied by policy, larger amounts need a lead.
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.
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.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis