Generative AI and AI agent collections for Telecommunications. This will include

Skills

1) Customer Service Problem Management for Case Summarization, Test Summarization, KB Generation and Resolution Notes Generation

2) Skills on C360 for telecommunications for AI summary

3) Remote hands Skill

AI Agents

Service Test and Repair telecom service issues AI agent

Service Problem Manager AI agent which will suggest relevant knowledge articles and check for the customer inventory to be active.
Customer Payment Status AI agent which will check outstanding payments.
Preliminary Troubleshooter AI agent to ask questions from the documents and recommend similar cases.
On-demand Service Tester AI agent to show the tests based on the inventory specification if the recommended tests are shown
Service Repairer AI agent to create repair tasks based on the test outcom

2) Analyze network incidents

This includes the following AI agents

a) Network ticket resolution AI Agent

This will help in checking knowledge articles as well as the manager agent that will be helpful for orchestration to other agents

b) Ticket readiness AI agent

This will help in checking any fields that would be required for incident progression including SLA's, category, sub-category, asisgnment group by looking into historic incidents using group action framework

c) Network correlation monitor AI Agent

AI Agent capable to identify impacted services and customer accounts, and create Service Problem Major Case.

d) Network ticket actionable steps generation AI agent

AI Agent to determine next action based on similar incidents and historic data

e) Network Remediation Generation AI Agent

AI Agent capable to map resolution steps to corresponding task type, and create such tasks

3) Help remediate bill issues

a) Billing account information collector AI agent

This AI agent is designed to handle billing inquiries by following a structured approach. It retrieves billing inquiry case details, obtains the billing account details using the account number. The agent is intended for use by ServiceNow agents for getting the billing account number.

b) Recommended plans AI agent

This AI agent is designed to facilitate the generation and confirmation of service plan recommendations through a structured approach. It first generates a recommended plan, update the work notes, presents it to the user for confirmation, verifies whether an email is associated with the customer account and triggers the email notification agent to send the recommended plan details to the user.

c) Billing invoice data collector AI agent

Agent responsible for collecting the billing invoice data

4) Customer Voice Quality Issue Resolution (A2A)

a) Customer interaction context gatherer:

Collects the customer problem and identify the subscriber details

b) RADCOM ticket handling AI Agent

Based on the subscriber details provide the Voice and data related KPI's

c) Ticket creation AI agent

Creates service problem cases based on customer voice and data quality issue.