Subscriber care and network support
Bill, plan, contract and fault operations on voice and text channels, inside BSS and network systems.
Subscriber care and network support is an Aginies solution package for the Telecom sector in the “customer interaction & experience” area. What the agents do: Intents separated; bill lines explained, correction and plan change applied in the BSS; line and modem diagnosed remotely; a technician is dispatched only if firmware and restart do not fix it. Expected outcomes: multi-topic calls closed in one session without a representative; A clear drop in unnecessary technician visits; shorter handling time, higher satisfaction. The package uses the BSS / OSS tools (MCP), SIP voice, Supervisor · sub-agents, Policy engine capabilities of the Aginies platform and can be watched live through the Subscriber care assistant: bill, plan, fault and contract, Bill dispute resolution, Plan upgrade advisor, SIM swap fraud check, Network outage communications scenarios in the agent library.
A subscriber talks about bill, plan and fault in the same call; the IVR tree and representative screens cannot resolve it in one session, and technicians are often dispatched for nothing.
- 01Intents separated; bill lines explained, correction and plan change applied in the BSS.
- 02Line and modem diagnosed remotely; a technician is dispatched only if firmware and restart do not fix it.
- 03Contract and exit terms calculated, the eligible offer presented; churn intent passed to the retention team.
- 04SIM swaps and suspicious requests pass fraud checks; outage information sent proactively.
- Bill disputes, plan changes and contract operations on the BSS
- Line and modem diagnosis, remote repair, technician dispatch
- SIM-swap fraud checks and outage communication
- The same assistant on IVR, app and WhatsApp; warm hand-off to a representative
- API access to BSS/billing and OSS/network systems
- Tariff, contract and exit-fee rules
- IVR/SIP and digital channel integration
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- Multi-topic calls closed in one session without a representative
- A clear drop in unnecessary technician visits
- Shorter handling time, higher satisfaction
| Requests resolved without a representative | 60–70% |
| Faults closed without a technician | 35–45% |
| Average handling time | 40% shorter |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
Scenario-level approval rules plus the package’s general controls.
- 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
- Plan upgrade advisorCommitment-based or discounted bespoke offer → campaign manager 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
- packageContract cancellation, large bill corrections and SIM swaps under human approval
- packageSubscriber data processed per telecom-regulator obligations; every operation leaves a trace
- 1 · Discovery and design · 2–3 weeksThe 20 most frequent intents and transactions are chosen, identity and approval thresholds written with information security, channel and system integrations listed.
- 2 · Pilot · 4–6 weeksOne channel, a limited customer group; the test corpus runs, a human representative shadows, thresholds tuned on real traffic.
- 3 · Scale-outRemaining channels and transactions added; dashboards, SIEM forwarding and kill-switch handed over; monthly model and rule review begins.
This package’s scenarios in the agent library
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.
Plan upgrade advisor
Usage analysed, the right plan offered with a comparison; on acceptance the change provisions instantly.
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