TelXpress – Voice AI Automation for Telecom Support
Voice & Chat AI Agent, Fraud Detection Automation, KYC Workflow Optimization
Client
TelXpress
Industry
Telecommunications (Broadband + Mobile Services)
Services deployed
Voice AI Agent
Call Center Automation
Network Outage Reporting
Network Outage Reporting
TelXpress is a leading broadband and mobile provider, serving thousands of subscribers across urban and peri-urban regions. Known for its affordable mobile internet and data plans, the company faced increasing pressure to maintain customer support efficiency while scaling its service infrastructure.
With a high call volume, frequent outage-related inquiries, and scheduling demands for field engineers, TelXpress’s human support team was overwhelmed leading to long wait times, customer frustration, and higher operational costs.
TelXpress partnered with us to implement an intelligent, voice-first AI system that could replace traditional IVR, handle customer issues in real-time, and assist both customers and support agents all while understanding local accents and routing complex issues appropriately.
Key Challenges
01
Overloaded Call Center with Limited Automation
TelXpress received thousands of inbound calls daily, mostly for common, repeatable issues like network outages, data plan clarifications, or rescheduling installations. Their human agents were overloaded, and the outdated IVR system frustrated customers by forcing them through rigid menu options.
02
Inefficient Outage Reporting Workflow
When network issues occurred, customers would flood the call centre to report them often overwhelming the support team with duplicate calls for the same known issues. This caused backlogs and reduced the team’s ability to handle more complex inquiries.
03
Appointment Handling for Field Engineers
Scheduling, confirming, or rescheduling home installation appointments relied heavily on manual phone calls and follow-up SMS, often leading to double bookings, missed appointments, and delayed responses.
04
No Real-Time Agent Support Tools
Live agents had to search multiple tools or documents to answer basic questions during calls. There was no AI-based assistant to retrieve outage status or customer info instantly during live conversations.
Solutions
AI Voice Automation + Smart Routing
We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.
Result
Why It Worked
50%
drop in daily call center load
90%
of outages reported without human intervention
11-3.5 mins
Improved average call resolution time from
22%
Customer satisfaction score increase
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