Millions of subscribers, thousands of scenarios: billing, outages, fraud and offers on one layer.
Telecom operations mean volume and variety: bill disputes, SIM changes, outage reports, plan upgrades. Aginies runs these end-to-end with agents connected to billing, provisioning and network systems; transactions carrying fraud risk route to people by risk score.
In Telecom, Aginies offers 5 live agent scenarios and 3 solution packages: Subscriber care assistant: bill, plan, fault and contract, Bill dispute resolution, SIM swap fraud check, Network outage communications, Plan upgrade advisor; solutions: Call-centre quality monitoring, Voice analysis & quality, Subscriber care and network support. The blockers on the way to production are Bill-dispute volume, SIM-swap fraud, Outage communication, Offer timing; on the compliance side 3 requirements (including Subscriber data in-country; personal data masking) are part of the deployment.
Bill-dispute volume
The call centre jams every billing cycle; most disputes fit a handful of patterns.
SIM-swap fraud
A process squeezed between speed and security; costs in both directions.
Outage communication
Affected subscribers call in before anyone informs them.
Offer timing
Usage data exists; the right offer at the right moment does not.
Three starting points; each measurable in a short pilot on existing systems.
- 01agent scenarioSubscriber care assistant: bill, plan, fault and contract →
Multi-topic calls are the costliest; one-session resolution cuts average handling time directly.
- 02agent scenarioBill dispute resolution →
Bill disputes are high-volume and rule-based; the BSS integration is enough for the first pilot.
- 03agent scenarioSIM swap fraud check →
High fraud risk, clear rule set; goes live quickly with human approval retained.
Agents you can watch live for this sector
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.
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.
Plan upgrade advisor
Usage analysed, the right plan offered with a comparison; on acceptance the change provisions instantly.
Derived from the 5 scenarios in the sector: supervisors, specialist agents, Hub model families and systems touched.
Summed from the simulation definitions of the sector scenarios; recalculated for your scale in the discovery session.
- Subscriber data in-country; personal data masking
- Human approval on SIM changes and high-value adjustments
- A trace for every write to billing and provisioning
- Telecom regulator rules and the electronic communications law: subscription, contract and number-porting operations recorded and traceable
- Personal-data law and traffic data: subscriber data in Türkiye, recordings and transcripts masked
- SIM swap and identity operations: extra verification and human approval; suspicious requests to the fraud team
Guardrails, approval and the evidence ledger: the compatible product Thulpar ↗
Sovereign shared deployment or a dedicated tenant in the operator’s own data centre; speech models on in-country GPUs, connected to the existing switch over SIP.
Approval rulesHuman-approval thresholds of the sector scenarios.
- Subscriber care assistant: bill, plan, fault and contractContract cancellation, bill correction above 500 or technician priority → representative approval
- Bill dispute resolutionGoodwill credit > 75 → team lead approval
- SIM swap fraud checkRisk score ≥ 70 or credential change within 72 hours → fraud desk approval
- Network outage communicationsAffected subscribers > 10,000 or P1 outage → network operations manager approval
- Plan upgrade advisorCommitment-based or discounted bespoke offer → campaign manager approval
| Requests resolved without a representative | 60–70% |
| Unnecessary technician visits | 35–45% fewer |
| Average handling time | 40% shorter |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
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