Use cases/Telecom & Utilities
Outage and billing line
Answers fault, bill and recharge questions instantly, and warns customers before they call.
VoiceWhatsAppReads documentsLive in about 3 weeks
- Zero queue at peak
- Fewer inbound calls
- 100% script checks
How it runs
82%of calls handled start to finish by AI employees
- Every month
- 2,00,000
- calls
- Your team steps in
- Escalation queue
- 48 hours
Illustrative. A 30-day pilot measures your own baseline.
One call, start to finish
An outage and a wrong bill, in one call
On a call
One call, start to finish
An outage and a wrong bill, in one call
On a call
Two issuesFault and bill in one call
Subscriber
My internet's been down since morning, and my bill looks wrong too.
Voice
Two issues, a fault and a bill, understood in the first turn.
Case record
- 01Call loggedFault and bill
- 02Ticket linkedBack by 4 pm
- 03Charge found₹1,200 pack
- 04Charge reversed₹1,200
- 05ResolvedFault and refund
One call, start to finish
An outage and a wrong bill, in one call
On a call
01Two issuesFault and bill in one call
Subscriber
My internet's been down since morning, and my bill looks wrong too.
Voice
Two issues, a fault and a bill, understood in the first turn.
02Outage linkNo duplicate ticket
AI employee
There's an outage in Koramangala. It should be back by 4 pm, and your fault ticket is linked to it.
Network statusTicket systemYour systems
The fault is linked to the known outage, not raised twice.
03Bill reviewScreenshot read
Subscriber · And the bill? I've sent a screenshot.
AI employee
You were charged ₹1,200 for a data pack you didn't add. Billing will review it today.
Bill screenshotDocument intelligence
The screenshot is read and the charge explained.
04Billing opsAbove ₹1,000, a person
Billing operations
The ₹1,200 pack is reversed. You'll see it on your next bill.
Your team
Disputes above ₹1,000 go to billing operations.
05ResolvedBoth logged
On record
Fault ticket and refund logged. Outage alert sent to the area.
Call recordedTicket loggedRefund loggedAudit trail
Every call, ticket and refund, in one record.
Case record
- 01Call loggedFault and bill
- 02Ticket linkedBack by 4 pm
- 03Charge found₹1,200 pack
- 04Charge reversed₹1,200
- 05ResolvedFault and refund
The workflow
Your SOP, run step by step.
6 steps across your customer, AI employees, your team and your systems. 82% of cases run start to finish without a person; your team steps in at one point, only when the SOP says.
AI employees do the workYour team, only when the SOP saysReads and checks documents
Your SOP and your people
Written once by you. Followed on every case.
The SOP, as writtenPlain words, the way your team already works
Send area outage alerts with a restoration time. Answer bill, recharge and plan questions. Raise fault tickets linked to known outages. Billing disputes above ₹1,000 go to billing operations.
Document intelligence: Reads bill screenshots customers share.
Where your people step inEscalation queue
- Who
- Billing operations
- When
- Disputes above ₹1,000, repeated complaints
- Within
- 48 hours
- They see
- Bill, usage, call summary
Measured
Every case measured. Better every week.
Every conversation is reviewed overnight. What it finds comes back as a change for your SOP owner to approve.
Of every 100 calls
Callers100
Answered with no wait100
Resolved by AI82
Ticket raised22
Disputes to billing4
Illustrative share of a month's volume reaching each stage.
This week's suggestion · from the nightly review
Callers in outage areas still call after the alert. Proposal: add the restoration time to the IVR greeting for those areas.
Nothing changes until your SOP owner approves it.
On the record, every case
- Every call recorded
- Disclosures on 100% of calls
- Tickets and outcomes
- Dispute decisions
Voxket AI Office
Your AI office is ready when you are.
Bring one SOP. We'll show it running.
Go beyond intelligence.