Development of AI Chatbot for Telecom Operators
Telecom bot works with huge volumes of repetitive requests: balance, tariffs, blocks, technical connection issues. Properly built system reduces call-center load by 40–60%.
Typical Telecom Bot Scenarios
Account Management: balance, itemized details, account top-up, tariff change, service activation/deactivation. Requires authentication by phone number + SMS OTP.
Technical Support: guided troubleshooting for internet/mobile issues. Diagnostic tree: router restart → cable check → settings reset → technician visit ticket creation.
Sales: tariff selection by needs, promotional information, plan upgrade.
Technical Problem Diagnostics
"Internet not working"
→ Check network status in area (monitoring API)
→ If area outage: "Technical work in your area.
Expected restoration: 15:00. We'll notify you."
→ If no outage:
→ Guided troubleshooting: connection type, router lights
→ Remote diagnostics (if equipment API available)
→ Technician visit ticket with convenient time selection
Integration with BSS/OSS
Billing systems (Amdocs, Billing.ru, Hydra): balance, itemized details, service management. OSS (network management systems): outage status, signal quality at address. CRM (Salesforce, SAP CRM): customer history, open tickets.
Reducing Churn Through Bot
Bot detects churn signals ("want to disconnect", "too expensive", "switching operators") and launches retention flow: limited-time retention offer. Conversion of retention offers via bot: 15–25% (comparable to call-center at lower cost).
Metrics: containment rate (target 55–65%), AHT reduction for operator via agent assist, churn rate among customers who interacted with bot on retention.