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B2B · Telcos

Voice AI for Telecommunications

Retain customers at risk of churn, reduce tier-1 support costs and accelerate the activation of new services with AI agents designed for the critical flows of telecommunications operators.

Talk to Sales

+30%

Customer retention

-60%

Churn reduction

-65%

Tier-1 support cost

94%

Successful activations

Challenges of the Sector

The critical problems of telco operators

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73% Decide Churn Days Before

73% of customers who cancel their service had expressed signs of dissatisfaction during the previous 15 days. If the operator acted proactively in that period, the majority could be retained.

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68% Tier-1 Support Resolvable in 5 Min

68% of calls to technical support from an ISP or telephone are simple problems: restart the router, check the cable, configure WiFi. Tasks that an AI agent can completely solve.

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NPS Drops 23 Points with Slow Activation

A service activation that takes more than 30 minutes generates a drop of 23 points in the new customer's NPS. The first impression of the service determines the churn of the next 12 months.

NetVoice Solutions for Telcos

Retention and support that scale at no additional cost

NetVoice automates the four processes with the greatest impact on the profitability of a telecommunications operator: retention, support, activation and upsell.

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Proactive Retention with Predictive Model

The system detects customers at risk of churn 15 days before expiration using usage signals, late payments and interactions with support, and launches a call with a personalized offer.

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Tier-1 Voice Technical Support

The agent guides the user step by step in the diagnosis: device restart, cable verification, WiFi configuration on TP-Link, Huawei and ZTE routers. Solve 68% without scaling.

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Guided Activation of Services

The agent guides the new client in activating internet, TV and telephony step by step, with specific instructions according to the installed equipment. 94% success on the first call.

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Upsell by Consumer Profile

Identifies customers who consume 90% of their monthly plan and automatically offers them to upgrade to the next level before they experience slowness.

Panel — Telco Retention

+30%

Retention

-60%

Churn

-65%

Tier-1 cost

94%

Activations

📡 Active retention — ISP Colombia

"Hello, we see that your plan expires in 15 days. We have a special offer for you: we double your internet speed at the same price for the next 6 months if you renew today..."

Compliance

Certificate for telco operators in Colombia

MinTIC — ICT RegulationThe user service processes comply with the guidelines of the Ministry of Information and Communications Technologies for quality of service and protection of telecommunications users.

CRC — Resolution 5111 (User Service)The support and retention flows comply with the response times, service channels and user rights established by the Communications Regulation Commission.

SIUST — Single Information System for the ICT SectorUser service reports and quality indicators are automatically generated in the format required by SIUST for network and communications service providers.

CRC — Resolution 4540 (Number Portability)The retention flows comply with the CRC's times and procedures for attention to number portability requests, including the allowed counteroffer window.

FAQ

Telecommunications questions

How does the agent detect the risk of churn in a client?

NetVoice's predictive churn model analyzes risk signals in real time: reduction in consumption vs. the previous month, late payments in the last 2 cycles, recent calls to support without resolution, and proximity to contract expiration. Each customer receives a churn score from 0 to 100. When the score exceeds the configured threshold (typically 65), the system automatically triggers the retention call with the offer pre-approved by the operator.

Can the agent guide the technical configuration of the router over the phone?

Yes. The agent has specific knowledge bases for the most common router models in Colombia: TP-Link Archer, Huawei HG8245, ZTE ZXHN H108N, Cisco DPC3828, Nokia G-240G-A. It can guide the user step by step in: factory reset, SSID and WiFi password configuration, 2.4GHz vs 5GHz band configuration, and provider connection verification. If the solution is not possible by phone, escalate to the technician with the complete diagnosis already documented.

Does it integrate with the operator's BSS/OSS (Amdocs, Ericsson BSCS)?

Yes. NetVoice has connectors for Amdocs CES, Ericsson BSCS, Huawei BSS, Oracle BRM, and Comverse. The integration allows you to consult in real time the status of the customer's service, payment history, open incidents and available plans for the retention offer. Activations, plan changes and discounts applied by the agent are automatically registered in the BSS without intervention from the administrative team.

What happens when the customer insists on talking to a human?

The agent always transfers immediately when the client requests it, without trying to hold it more than once in the automated flow. The transfer carries with it the full context of the conversation: what the customer said, the options offered, their churn score, and recent BSS history. The human agent receives all this information on the screen before taking the call, eliminating the frustration of having to repeat the data.