AI support agents for telecom and internet providers
An AI support agent for a telecom or ISP answers customer calls and chats, checks who is calling, files the right kind of ticket and passes the customer to your staff when a person is needed. We build these agents for Canadian telecom and internet brands, using the same helpdesk, phone system and hours your support team already runs on.
Book a DemoWhy support desks in this industry are hard to automate
Telecom support is not one question. A single day mixes outages, billing disputes, port-in problems, equipment returns, cancellations and sales enquiries. Each has its own queue, its own hours and its own rules about who may act on the request. A generic chatbot answers all of them the same way. A custom agent knows the difference.
What we build
- Caller verification. The voice agent can verify a caller before account details are discussed, for example with a one-time code sent by SMS. If the code doesn't work, it falls back to other identity checks, then to a person.
- Four kinds of request, filed in the right queue. Callback, sales request, change request (cancel, upgrade, downgrade, add service, move) and promise to pay. Each goes to the right team's inbox or helpdesk with a standard subject line and a complete body. When identity has not been verified in a chat, the ticket says so, so staff confirm before acting.
- Hours-aware handoff. The agent knows whether your team is staffed right now. Inside hours it can transfer the call. Outside hours it says when you open next and files a callback.
- No double tickets. If a customer asks twice, the agent does not file a second ticket for the same request.
- Multi-brand. One build can serve several brands, each with its own queues, hours and phone line.
- Languages. Chat replies in the language the customer writes in. In one 30-day sample of an internet and phone provider's chats, about 15% were in French.
- Help centre and status page knowledge. The agent answers from your help centre and status page, and the status page can be re-indexed nightly.
- Reports for your team. Private report pages summarise chat volume, topics, tickets filed and what needs a decision.
What stays with your team
Cancellations, disputes, identity exceptions and anything the agent cannot verify go to a person with the ticket attached. We agree the list with you during discovery.
Frequently asked questions
Can an AI agent verify a customer's identity on a telecom support call?
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Yes. The agent can send a one-time code by SMS and ask the caller to read it back. If that doesn't work, it falls back to other checks and finally to a person.
Can it file billing or cancellation requests?
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Yes. It files a change request or a promise-to-pay request in the right billing queue and tells the customer it has been logged. It does not complete a cancellation itself; staff confirm before anything changes.
What happens outside business hours?
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The agent knows your published hours. Outside them it tells the caller when you next open and files a callback ticket instead of transferring into an empty queue.
Does it work in French?
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Chat replies in the language the customer writes in, and we tested French, Spanish, Chinese and Hindi live in 2026. Voice languages are agreed per build.
Which helpdesks does it connect to?
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We have connected agents to Zendesk and to email-based ticket queues. Other helpdesks are scoped during discovery.
How much does it cost?
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Every build is a custom quote. Book a demo and we will scope it.
See also: Custom AI voice agents · Enterprise