Order 4471: please confirm delivery date
Agents for the ticket that gets passed around four times.
Tuesday morning in customer service. A business customer is reporting a fault for the second time. The ticket goes from the helpdesk to the engineers, on to the contracts team and back again, because nobody can see the network data, the contract and the history at the same time. Meanwhile, someone in order management is keying a signed framework agreement with 14 special terms into billing by hand. And a business unit has been waiting three weeks for a report. In telecoms, millions of contracts meet thousands of process variants and systems that have grown up over many years. Whatever isn't automated ends up with teams that keep getting bigger. It doesn't have to stay that way.
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Where your time goes today
On average, a fault ticket gets passed on four times before someone has the network data, the contract and the customer history on one screen.
We key business customer contracts into billing by hand, and that is the cause of half our billing complaints.
Our business units wait weeks for reports. The data sources don't fit together, and three departments can't agree on what counts as a customer.
Six processes an agent can take on here
Each one sets out what comes in, what the agent checks, what goes out and when a person has the final say. Your own process will have its quirks, and that is the one we want to hear about.
Triage and resolve a fault ticket
IntakeA ticket from the helpdesk, the app or the portal with a customer number and the fault described in the customer's own words.
DecisionThe agent checks network status, line data and known outages, and recognises whether one of the documented fixes applies.
ResultA resolved ticket with a reply to the customer, or a fully qualified ticket with a diagnosis the engineers can act on straight away.
Set up a business customer contract in billing
IntakeA signed contract or change order as a PDF, with tariffs, contract terms and the special terms agreed by sales.
DecisionThe agent extracts the terms, checks them against the quotation and the product catalogue, and identifies where they depart from the standard.
ResultA draft change order in the billing system with every term included and the departures from standard highlighted.
Answer a reporting request
IntakeA business unit asks for figures for a given period, broken down the way they need.
DecisionThe agent checks whether an existing report already answers the question. If not, it writes a query against the semantic model.
ResultA link to the right Power BI report, or a new analysis with the measures used clearly defined.
Check a billing complaint and prepare a credit
IntakeA customer complains by email or through the helpdesk about an item on their bill, such as roaming charges or an add-on they never ordered.
DecisionThe agent checks the contract, the order history and the call data records, establishes whether the charge was correct and compares the case with your goodwill rules.
ResultA draft reply to the customer and, if the complaint is justified, a credit note prepared in billing.
Prepare a site connectivity quotation for a business customer
IntakeA business customer asks about connectivity for three new sites, giving the addresses and what they have in mind for bandwidth and availability.
DecisionThe agent checks availability at each address and selects suitable products from the catalogue, taking account of the terms in the framework agreement.
ResultA draft quotation for each site with product, price and provisioning time, set up in the CRM.
Prepare permit applications for network build
IntakeA planned cable route or mobile site from network planning, with a site plan and a list of the authorities and landowners whose consent is needed.
DecisionThe agent assembles the applications for wayleaves, street works permits and landowner consent, and knows which documents each local authority requires.
ResultPre-filled applications with attachments and a schedule of the deadlines that matter for the build.
Your process is not on the list?
Then it is probably the more interesting one. Use our Process Check to describe what piles up every week in three sentences, and we will tell you honestly whether an agent could take it on.
Triage and resolve a fault ticket
We would start with fault tickets. The volume is high and your fixes are already documented. You can see the effect every day in the resolution rate and the number of handoffs, which tends to win over even those who were sceptical at the start.
Our target30%fewer handoffs per fault ticket is what we expect, because network status and contract are on screen from the first contact.
Agentreads
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What the agent needs
The agent needs contracts and bills from the billing system, tickets and history from the CRM, network data from the operational systems and the service teams' inboxes. We bring these sources together in Microsoft Fabric and OneLake. We know this works at your scale: at Telefónica Germany, we brought 1,000 reports for 300 employees onto a common foundation in Power BI.
Typical systems in your industry
AmdocsSAP S/4HANASalesforceServiceNowMicrosoft Dynamics 365Microsoft Fabric
Questions telecom companies ask us
We already have automation in our ticketing. What does the agent add?
Rule-based automation works well as long as the information is complete and structured, which is exactly where it usually falls down. The agent understands the customer's description and fetches the missing data, then runs the rule you already have.
What did you do for Telefónica Germany?
We migrated 1,000 reports for 300 employees from Tableau to Power BI, on a Microsoft Fabric foundation. The reporting has been part of everyday operations ever since, and we're a little proud of that.
How does an agent scale to millions of contracts?
The agent runs in Azure Container Apps and scales with the load. The data lives in Fabric, not in a separate agent database, and the log and approvals remain traceable for each case.
Who controls the models and prompts?
You do, without restriction. Everything sits in your tenant and your repository. We document it so that your team can take over at any time, and the same goes for another provider.
What challenge is your business facing?
Your challenge is what interests us most. Send us a few lines about it. We will look at it free of charge, based on the systems you use today, and tell you honestly whether an agent is worth it.
