Accelerator 08 · Telecom
Customer care agent with network context
Answers subscriber complaints using live network and account context, so the reply explains the real cause and the next step.
The problem
- Care agents cannot see network incidents, so they run generic troubleshooting scripts.
- Customers repeat the same complaint across app, call centre and social media.
- Billing disputes take several contacts because plan rules are hard to explain.
What it does
- Combines the complaint with network incidents near the customer and account data.
- Gives a likely diagnosis and the right action (wait for fix, settings change, credit, field visit).
- Drafts the reply in the customer's language and decides when a human must take over.
Pick a customer complaint with network and account context and get a diagnosis and reply.
Live demo: Customer care agent with network context
Synthetic data only · nothing you type is stored
Output
Diagnosis, action, whether to hand off to a human, and a ready-to-send reply.
The demo first calls the Surge in-house AI server and falls back to a hosted open-source model if it is busy. The badge on the output shows which one answered. Limited to a few runs per visitor per day.
How it integrates
In your deployment the accelerator runs inside your environment, behind your single sign-on, and is connected to the systems below. You choose the hosting and the model.
Systems and APIs
- CRM and ticketing
- Network fault management / incident feed
- Billing and plan catalogue
- App, WhatsApp and IVR channels
Data we need for a pilot
- Plan and tariff rules
- Incident feed sample
- Resolved tickets by category
Where it runs
- On-prem in the operator's data centre (subscriber data stays inside)
Open-source models we start with
- Qwen3-class 14B instruct model
- IndicTrans2 for regional-language replies
- Whisper-class speech model for call notes
Walkthrough
A short recorded walkthrough of the customer care agent with network context: the input, the output and how a reviewer uses it.
Next accelerator: Bill & meter anomaly explainer →Walkthrough video coming soon
We are recording a short walkthrough of this accelerator. Meanwhile, run the live demo above or book a working session.
Run the telecom accelerator on your data
In a working session we map it to your process, systems and rules, and agree what a pilot must prove before it goes live.