Tier-1 support and billing queries

The challenge

The regional telecom had peak-time wait exceeding 20 minutes, and the irony was that most of those calls were routine, billing questions and basic "have you tried restarting it" technical issues. Customers waited 20 minutes to ask something the system could answer in seconds.

Long holds drove down satisfaction and drove up complaints, while expensive human agents spent their day on repetitive queries instead of the genuinely hard cases.

Staffing for the peak meant overstaffing the rest of the day, economics that never balanced.

The solution

A Voice AI now answers instantly and handles the routine majority, so the 20-minute hold disappears:

• Instant answer, no hold, built on the MyChatBot Calls SDK, the Billing and Tech Support Agents answer inbound calls 24/7 with no queue, so peak-time waits vanish.
• Billing questions resolved, the Billing Agent answers account and billing queries from connected data, the single biggest call category.
• Guided troubleshooting, the Tech Support Agent walks customers through restart and basic fix steps from the Knowledge Base, resolving most technical calls without a human.
• Technician visits booked, when an issue needs a field visit, the agent schedules it into the calendar directly.
• Hard cases to a human, with context, genuinely complex faults escalate via Hand-off Control, so human agents handle only what needs them, also on WhatsApp.

Peak-time waits collapsed because routine billing and tech calls were answered instantly around the clock, and human agents were freed for the genuinely complex cases.

What was deployed