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 Their human agents were overloaded, and the outdated IVR system frustrated customers by forcing them through rigid menu options.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We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.

Step 1: Integration & Knowledge Ingestion

Collected and mapped the top 12 call types, including outages, plan changes, balance checks, installations, and SIM issues

Ingested escalation rules, engineer schedules, and regional outage data into a structured knowledge base

Built dynamic logic trees for routing based on location, issue type, and sentiment

Step 1: Integration & Knowledge Ingestion

Collected and mapped the top 12 call types, including outages, plan changes, balance checks, installations, and SIM issues

Ingested escalation rules, engineer schedules, and regional outage data into a structured knowledge base

Built dynamic logic trees for routing based on location, issue type, and sentiment

Step 1: Integration & Knowledge Ingestion

Collected and mapped the top 12 call types, including outages, plan changes, balance checks, installations, and SIM issues

Ingested escalation rules, engineer schedules, and regional outage data into a structured knowledge base

Built dynamic logic trees for routing based on location, issue type, and sentiment

Step 2: Voice AI Development

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 2: Voice AI Development

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 2: Voice AI Development

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3: Smart Escalation & Sentiment-Based Routing

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 3: Smart Escalation & Sentiment-Based Routing

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 3: Smart Escalation & Sentiment-Based Routing

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 4: Agent Assist Module (AI Guru)

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4: Agent Assist Module (AI Guru)

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4: Agent Assist Module (AI Guru)

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Result

Why It Worked

Voice-first design aligned with the behavior of TelXpress’s customer base

Voice-first design aligned with the behavior of TelXpress’s customer base

Voice-first design aligned with the behavior of TelXpress’s customer base

Local language comprehension improved accessibility for non-tech users

Local language comprehension improved accessibility for non-tech users

Local language comprehension improved accessibility for non-tech users

Natural language interaction removed the pain of phone menu trees

Natural language interaction removed the pain of phone menu trees

Natural language interaction removed the pain of phone menu trees

Agent assist features empowered human reps instead of replacing them entirely

Agent assist features empowered human reps instead of replacing them entirely

Agent assist features empowered human reps instead of replacing them entirely

Omnichannel touchpoints ensured follow-up across voice, WhatsApp, and SMS

Omnichannel touchpoints ensured follow-up across voice, WhatsApp, and SMS

Omnichannel touchpoints ensured follow-up across voice, WhatsApp, and SMS

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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© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.