Available 24/7, the AI agent delivers instant responses across all channels with no time or location constraints, and no delays
The AI agent adjusts its responses in real time based on the user profile, the channel used, and the context of the request
No matter the channel, the AI agent ensures a smooth, consistent, and seamless customer experience across all touchpoints
By handling repetitive requests, the AI agent increases team availability and enhances the efficiency of customer journeys
Less burdened by low-value requests, your customer service agents can provide more qualified and responsive support
Telecom operators must respond quickly to customer requests while maintaining high-quality service, all without overloading their advisors. To achieve this, the AI agent provides valuable daily support:
Telecom operators today face a dual challenge: delivering instant answers to common requests (plan details, option changes, outage reports) while maintaining team efficiency. This constant pressure on contact centers is amplified by the growing number of entry points: phone, mobile app, email, instant messaging. To address this effectively, AI agents offer a practical and easy-to-deploy solution. Once integrated across communication channels, they handle routine requests: chatbots or conversational AI agents respond directly via websites and apps, visual IVRs guide calls toward appropriate digital options, and mailbots sort and process incoming emails automatically. By making answers instantly accessible, this self-care approach empowers customers to act independently while easing the workload for teams, allowing them to focus on more complex or sensitive cases.
The result: a smoother digital customer experience, improved working conditions for agents, and greater capacity to manage urgent or high-stakes requests.
In telecom contact centers, a large share of resources is devoted to handling recurring requests, such as plan consultations, first-level technical support, or option changes. To improve service quality without increasing headcount, AI agents offer concrete support in managing these routine interactions more efficiently. AI conversational agents are deployed across channels (voice, digital) to instantly respond to simple customer inquiries. At the same time, mailbots automate email handling by reading, sorting, and routing emails to the appropriate teams, without manual intervention. For higher-value cases, advisors are supported in real time by Augmented advisor agents, which provide contextual insights, personalized suggestions, and ready-to-use answers during conversations.
The result: improved reachability, significant time savings for teams, and a smoother customer experience focused on high-value interactions.
The reliability of AI-generated responses plays a critical role in the quality of customer relations. Whether it’s a technical issue, a plan change, or a simple inquiry, it’s essential to provide customers with clear, accurate, and compliant answers. To achieve this, service providers rely on advanced AI models such as "LLM as a judge" systems, which continuously review and assess AI responses to identify and correct possible inconsistencies. In parallel, AI agents are designed to meet the strict requirements of the GDPR, ensuring the secure and responsible handling of users’ personal data. This dual focus on response quality and regulatory compliance helps build a customer relationship that is both reliable and transparent.
The result: a stronger, smoother, and more secure digital customer experience, where AI ensures consistency, compliance, and continuous availability of information.
"Our after-sales service is subject to occasional call peaks, and the Visual IVR is an alternative solution that enables our customers to file or consult their incident independently, despite the unavailability of call centers."
For over 10 years, DialOnce has been supporting telecom operators in optimizing customer relations :
Thanks to natural language understanding, AI agents detect the needs behind every customer message and respond instantly. Connected to internal systems, they handle frequent inquiries autonomously, ensuring fast resolution while preserving advisor availability for more complex requests.
By analyzing the context, the channel, the user's history, and real-time data, the AI agent precisely adjusts its responses. It guides each telecom customer in a more personalized and efficient way, while simplifying the role of support teams, who step in only where their added value is essential and their expertise truly makes a difference.
By interfacing with your existing systems (CRM, monitoring tools, service management...), AI agents act as a natural extension of your processes. They optimize request handling without changing your tools, while making coordination between teams and channels more seamless.
