Case study • Telecommunication
Proactive network care with agentic service automation
We enabled a nationwide telco to predict churn, auto-triage outages, and deflect tickets with AI—cutting average handle time by 34%.
- Unified OSS/BSS events into a single stream
- Churn-risk scoring with proactive offers
- Self-heal workflows for CPE and access nodes
- Agentic deflection in chat/IVR
Live outage triage
- • Node 43 packet loss > 8% → reroute traffic
- • 126 modems offline → push firmware rollback
- • VIP account jitter > 20ms → escalate NOC
Challenges
- Siloed OSS/BSS led to slow incident correlation and duplicate tickets.
- High AHT and low FCR due to manual device diagnostics.
- Churn spiked during regional outages with poor comms.
Our solution
We built an event-driven layer that correlates telemetry with customer context. Agents trigger self-heal actions, schedule field ops, and message customers proactively across channels.
Agentic playbooks
Outage correlation
Combine SNMP/NetFlow with CRM & trouble tickets for root-cause in minutes.
Self-heal CPE
Remote resets, config patching, firmware rollback with safe-guards.
- Audit & rollback
- Rate-limited commands
- Hardware model matrix
Proactive care
Churn risk → offer bill credit, appointment slots, or temporary bandwidth boosts.
−34%
Average handle time
+19%
First contact resolution
−41%
Ticket deflection
−23%
Churn in outage windows
"The agent now does the first 10 minutes of troubleshooting for every call. Our NPS jumped within one quarter."
VP Customer Care, National Telco
Verified Customer
Frequently asked questions
Turn service into a growth lever
Resolve faster, communicate proactively, and keep customers delighted.