Telecommunications & Media

Keep customers connected.
Even when the experience gets complicated.

From billing and plan changes to connectivity, device setup and content access, AI agents help customers understand what’s happening and take the next action across voice and digital.

Built around the connected customer

Different service. Different question. The same agent keeps the context.

From activating a service to troubleshooting a connection or changing a subscription, AI agents can support the high-volume interactions surrounding the connected customer.

01

Connectivity & outages

Confirm whether an issue is account, device or network, and share live status.

  • Check service availability and known outage status.
  • Confirm whether the issue is account, device or network related.
  • Share restoration estimates and proactive updates.
Live service consoleReal-time
Is my internet down, or is it just me?
Outage status · SW4
Fiber cut in your area
Your line and router are fine. No troubleshooting needed.
Back by
8:45 PM
Reported2:10 PM
Crew dispatched3:05 PM
RepairingNow
Restored8:45 PM
Text me at •••• 4821 when service is back
Outage confirmed · update scheduled

Converged experiences

Connected support should feel connected too.

Customers may need to show a device, talk through a technical issue, compare plans or trigger an account action. Keep those steps in the same support journey.

Device view
Show it

See the device or issue the customer sees.

Use supported images or visual context to help identify equipment, connection states or setup problems.

Live diagnostics
Talk it through

Move into voice when troubleshooting gets easier by talking.

Continue with the account, device and diagnostics already captured.

Plus
Current
Pro
Recommended
Present options

Show plans, devices and next steps clearly.

Present eligible upgrades, appointment options, service status or content entitlements using structured cards.

Run diagnostic
Service active
Act

Resolve more without another handoff.

Run an approved diagnostic action, activate service, change an eligible plan, refresh access or route a technical issue.

If specialist support is needed, they should receive the diagnostics and customer context — not start from zero.

In telecommunications & media

The customer sees one service. The answer depends on everything behind it.

A connectivity issue may depend on the network, device and account. A streaming problem may be an entitlement issue. A billing question can span plans, add-ons, promotions and usage.

The customer asks one question. Resolving it can require context from several systems at once.

More transfers. More repeated checks. More effort to get one clear answer.

Why isn’t my service working?
Service context
AccountActive
Plan & entitlementsFiber 1 Gbps + TV + Sports
NetworkOnline · no area outage
DeviceRouter offline
Usage / billingNormal
Support historyRestart already attempted
AI checks the full service context
“There’s no network outage. Your router has lost connection, and you’ve already tried a restart — let’s run the next diagnostic.”

A useful answer needs more than the question. It needs the service context behind it.

When demand spikes

One service event happens. The contact volume follows instantly.

Network disruptions, billing cycles and major live events can create thousands of similar questions in minutes. AI agents absorb repeatable demand while technical and service teams focus on the underlying issue.

Event 01 · Network disruption7:42 PM

Regional broadband disruption detected

Connectivity questions8×
Outage checks11×
ETA requests6×
AI response
Detect intentCheck affected serviceGive live statusOffer updates
Fewer repeat outage contacts
Event 02 · Live event8:00 PM

Major live sports event begins

Login questions5×
Streaming quality7×
Subscription access4×
AI response
Check subscriptionVerify entitlementTroubleshoot accessRoute exceptions
More event questions resolved in-channel

Get started

Start with the service journey driving the most contacts. Resolve more of it before it reaches the queue.

Begin with connectivity, billing or activation — a high-volume journey. Connect the network, account and service context behind it, prove the outcome and expand from there.

  1. 01
    Understand

    Identify the customer, service and reason for contact.

  2. 02
    Check

    Retrieve live account, network, entitlement or device context.

  3. 03
    Act

    Troubleshoot, update, activate, change or route the service request.

  4. 04
    Preserve context

    When a specialist is needed, carry forward everything already checked.

“My home internet has stopped working.”
Account
Active
Network
No regional outage
Router
Online
Connection
Signal degraded
Issue identified
Line quality problem
Next action
Remote reset available
Run reset
Connection restored

Related

Keep customers connected.
Keep support moving.

Put an AI agent to work on the service journeys creating the most repetitive support demand today.