Customer Managemt

Telecom voice support is moving beyond traditional interactive voice response systems and scripted voice bots toward systems that can understand natural-language requests and participate in broader service workflows. Conventional IVR generally guides customers through predefined menus, while earlier voice...

Telecom operators are moving from individual AI deployments toward environments in which multiple agents may need to work across customer service, billing, service management and network operations. A customer-service agent may identify an issue but require information from a...

The expansion of AI agents in telecom is exposing a fundamental requirement: agents need reliable access to the data that allows them to understand a customer request, make a decision and take an appropriate action. Telecom operators hold this...

Telecom customer care is moving toward a model in which artificial intelligence can understand more than the immediate question being asked. Traditional customer-service systems often rely on predefined customer profiles and scripted workflows, while newer AI systems can combine...

Telecom customer service is moving from systems designed primarily to answer questions toward AI that can understand customer requests, access relevant information and perform actions across service workflows. Traditional chatbots have improved automated support by handling frequently asked questions...

Digital Island and RingCentral have partnered to bring Agentic Voice AI products to businesses in New Zealand. Under the agreement, Digital Island becomes RingCentral's first partner in the country and will design, sell, implement and support the company's unified...

The UK government has called on major operators to strengthen their approach to telecom consumer protection, urging companies to ensure customers are treated fairly and shielded from price changes they did not agree to. Chancellor Rachel Reeves and Technology...