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.”
Frequently asked questions
Turn service into a growth lever
Resolve faster, communicate proactively, and keep customers delighted.