Bills, balances, plans, faults and roaming are handled by the assistant. A caller who mentions a SIM swap or a number transfer goes to the security desk first, after three keypad questions.
Account takeover through a SIM swap is the call that costs the most, and the assistant must never reveal a PUK code or say that a SIM has been changed.
Typical calls it learns to resolve:
The starter pack loads these knowledge-base topics, which you then replace with your own documents.
Guardrails shipped with the pack. It is configured around: CPNI, GDPR. That does not make an organisation compliant by itself.
Example routes from the pack. You name your own groups and keywords.
| When the caller mentions | The call goes to | |
|---|---|---|
| sim swap | Security Desk | first in line |
| port my number | Security Desk | first in line |
| fault | Technical Support | |
| bill | Billing Support | |
| cancel | Retentions |
The Customer Care Health board that comes with the pack.
Bring ten recordings of what your callers ask. We will show you what it resolves and what it hands over.
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