Using AI to Transform Telco Customer Service
In today's competitive telecom industry, growth often depends on winning over competitors' customers through discounts. However, this approach can erode margins. A more effective strategy is to retain existing subscribers and drive upsells through exceptional customer service.
No matter how reliable a network is, service issues—such as downtime, slow speeds, or WiFi-related problems—are inevitable. The key to customer satisfaction lies in resolving these issues quickly and effortlessly.
The Shift to AI-Driven Customer Service
Basic chatbots with pre-scripted responses often frustrate users by failing to address complex issues effectively. The solution? AI-powered customer self-service that empowers users to troubleshoot problems independently while assisting agents with more intricate cases.
HRAIZN: The Next Evolution in Telecom Support
HRAIZN offers tailored solutions for multi-play, fiber, HFC, and mobile operators, as well as Open Access and Wholesale network providers. At its core is an AI-powered inference engine that integrates network and CPE diagnostics with generative AI (GenAI) to provide personalized interactions for both customers and agents. This technology continuously refines decision-making and corrective actions, leading to faster issue resolution, lower operational costs, and higher customer satisfaction.
HRAIZN Solution Suite
HRAIZN PULSE – Proactive Issue Detection
Uses AI-driven anomaly detection to monitor real-time data from network status, customer service interactions, or any other data stream. Identifies potential issues before they affect customers, pinpoints root causes, and automates resolutions whenever possible.
HRAIZN OMNIX – AI-Powered Troubleshooting Across All Channels
Integrates with OSS/BSS to analyze root causes, isolate failures, and drive interactive fault resolution. Provides real-time repair recommendations across various support channels without requiring separate content creation for each platform.
HRAIZN FIBER / HFC / MOBILE – Instant KPI Improvement
Includes preconfigured customer support workflows based on industry best practices. Reduces implementation time and costs while enhancing key customer service metrics. Comes with ready-to-use data mapping, ML models, and automated actions for rapid deployment.
HRAIZN OAN – AI-Powered Support for Shared Networks
Enables network owners to offer customer support solutions to ISPs operating on their infrastructure. This reduces effort in issue resolution, creates new revenue streams, and improves ISP customer operations.
Transforming the Customer Experience
Imagine a customer reaching out via social media chat. Instead of navigating frustrating automated menus, they describe their issue naturally to an AI assistant. Unlike traditional chatbots, this assistant uses large language models (LLM) and retrieval-augmented generation (RAG) to deliver precise, context-aware responses. If needed, it seamlessly hands off the conversation to a human agent, providing a full summary for a smooth transition.
This system empowers customers to resolve common issues quickly while freeing up agents to handle more complex problems. The result? A more satisfying customer experience and a more efficient service team.
Boosting Agent Efficiency
Customer service representatives (CSRs) also benefit from AI-powered support. Instead of being bogged down by repetitive tasks, HRAIZN starts diagnosing issues the moment a customer interaction begins. CSRs receive dynamic guidance, suggested actions, and real-time insights to resolve problems efficiently.
With LLM capabilities, agents can input unstructured information at any point, allowing the AI to generate relevant solutions instantly. This ensures that agents—whether experienced or new—can resolve issues faster, reducing average handling time (AHT) and accelerating the learning curve.
The Impact on Telecom Operators
The Future of AI in Telecom Support
As AI-driven support becomes a necessity, the HRAIZN Telecoms Suite stands out as a leader in AI-powered troubleshooting and diagnostics. It enhances customer experience, streamlines operations, and reduces costs.
Ready to transform your telecom customer service? Contact solvatio today to explore the future of AI-powered troubleshooting.