Bills, balances, plans, faults and roaming are handled by the assistant. A caller who mentions a SIM swap or a number transfer goes to the security desk first, after three keypad questions.
Account takeover through a SIM swap is the call that costs the most, and the assistant must never reveal a PUK code or say that a SIM has been changed.
Typical calls it learns to resolve:
The starter pack loads these knowledge-base topics, which you then replace with your own documents.
Guardrails shipped with the pack. It is configured around: CPNI, GDPR. That does not make an organisation compliant by itself.
Example routes from the pack. You name your own groups and keywords.
| When the caller mentions | The call goes to | |
|---|---|---|
| sim swap | Security Desk | first in line |
| port my number | Security Desk | first in line |
| fault | Technical Support | |
| bill | Billing Support | |
| cancel | Retentions |
The Customer Care Health board that comes with the pack.
How IRSF, Wangiri and SMS pumping (artificial traffic inflation) work, the early warning signs, and the controls that stop telecom fraud before the invoice.
Read the guide, 7 minWhat an eSIM is, how provisioning works, and what an MVNO or operator needs from an eSIM controller: lifecycle, rate plans, roaming, wallet top-ups and live usage.
Read the guide, 6 minBring ten recordings of what your callers ask. We will show you what it resolves and what it hands over.
Book a demo