TELECOMS AND ISPS · OPERATIONS DOSSIER
Where is my payment? Why is my connection slow? When will service be back? Four questions, asked thousands of times a day.
Concierge answers them, opens the ticket, hands real faults to an engineer with the details already gathered — and calls subscribers back when service returns.
For subscriber operations spanning care, billing, technical support and retention
Lost service reported
The subscriber says what stopped working.
Context checked
Checks the account and any known outage.
Ticket or handoff
Opens the ticket and routes it.
Follow-up recorded
Calls back when the area is restored.
An outage hits one area and five thousand people ring to ask the same question. Each gets a different agent, repeats the same symptoms, and gets a slightly different answer. Behind them in the queue sits the subscriber with a genuine fault, waiting. Meanwhile the renewals nobody called about lapse, and the customers quietly deciding to leave are never contacted at all.
Everyone wants the same two things: when will it be fixed, and is my line on the list. Without a shared view of the event, each agent rebuilds the answer by hand and the same subscriber calls three times.
A suspended line looks exactly like a broken one until someone checks the account. When the two queues keep separate notes, the subscriber runs the same tests twice and both teams investigate the same thing.
Restoration confirmations, payment reminders, renewals, win-backs — all of it needs someone free to dial. Inbound takes the whole day, so those calls happen late or not at all. The subscriber quietly deciding to leave is never contacted, and the renewal lapses without anyone noticing until the revenue has already gone.
INBOUND OPERATION
Concierge picks up every call the same way: which service, which account, what stopped working. If the area has a known outage it says so, using your current update rather than inventing a diagnosis. If the fault is real it opens the ticket and sends it to technical care with the checks already done. Anything sensitive, or a subscriber it cannot verify, goes to an agent. Callers leave with a reference and a next step. Trained agents stop spending their day on questions that never needed them, and the subscriber with a genuine fault is no longer queued behind five thousand people asking the same thing.
ILLUSTRATIVE ARTIFACT
CONNECTED WORK
You decide during discovery which records Concierge may read, which ticket fields it may write, and which queue each issue goes to. It checks status, raises the ticket, attaches the account and area context and reads back the reference. Repeat reports of the same incident group onto the existing ticket instead of creating five new ones. If a system is down it does not fail silently — the request goes to care with the failure showing. Diagnosis stays with your engineers. Grouping repeat reports also means the ticket count reflects the number of faults rather than the number of people who rang about them.
CONNECTED VIEW
OUTBOUND OPERATION
When an area comes back, Concierge rings the subscribers who reported it. It also runs payment reminders, renewals, upgrade offers, post-fix check-ins and win-back calls. Every call states who is calling and why, and sticks to your wording. If someone says their service is still down, the ticket reopens and goes back to technical care rather than being marked resolved. Interest in an upgrade goes to your commercial team; pricing decisions are theirs. Renewals get confirmed before they lapse, and the subscribers quietly deciding to leave are reached while they can still be kept.
FOLLOW-UP VIEW
“My internet is down.”
Anything that needs real diagnosis goes to an engineer.
Home internet, no connection at all.
Checks the account, and finds a known event in the area.
Raises NET-6042 against technical care.
Gives the subscriber the reference and the expected update.
ILLUSTRATIVE OPERATIONAL OUTPUT
“Service in your area has been restored.”
A fault that survived the fix goes straight back to the queue.
Matches the restoration to the subscribers who reported it.
Confirms it is the right person before saying anything.
Shares your update, in your wording.
Still down? The ticket reopens instead of closing.
ILLUSTRATIVE OPERATIONAL OUTPUT
One subscriber segment, mapped properly: what it may say, what it may touch, and who owns it when it stops.
Which calls it takes, which answers it gives, and what stays off-limits.
Which records it reads, which ticket fields it writes, and what happens on failure.
Named owners across care, technical and commercial, and the route to each.
AGENT ASSIST
The account, the checks already run and a written-up note, ready before they speak.
Trained agents move onto complex escalations — no need to scale headcount in step with your subscriber base.
Customers get answers on payments, connectivity and outages the moment they call, not after a hold queue.
Faster first-contact resolution and proactive outreach reduce the repeat calls and quiet attrition that follow poor service.
An always-on, responsive support experience builds trust in a market where customers switch providers over service quality.
Take the repetitive layer off your contact centre — see a concierge handle real call volume, live.
What this category of technology is delivering today, independently reported, for organizations running the same kind of call volume you do.
Industry benchmarks · not Concierge results
Inbound: fewer repeat calls, faster resolutions that chip away at the churn that compounds year after year, and a support cost curve decoupled from subscriber growth. Outbound: renewals confirmed before they lapse, upgrades offered across the whole base rather than the fraction a team can reach, and at-risk subscribers contacted while they can still be kept.
Sources: Forrester Total Economic Impact study commissioned by PolyAI (2025); published Retell AI and PolyAI enterprise deployment case studies; McKinsey analysis of generative-AI customer-service deployments.
These are third-party benchmarks from comparable voice-AI platforms deployed abroad, presented as directional indicators rather than guaranteed outcomes. The most reliable way to establish your own numbers is a pilot on your real call volume.
START WITH ONE SERVICE EVENT
Pick a segment and an outage source. We wire the ticket path and the escalation route, then run it on live calls.