Configure a product
Start with proven product capabilities, your approved information and a defined operating owner. Confirm the required features and plan during discovery.
IndustriesPRODUCTS + CUSTOM ENGINEERING
Telecom customer care
One service conversation. The right operating context.
Connect voice, messaging, app and assisted-service journeys to approved product knowledge and telecom systems. Bring Echo and custom integration together so a useful conversation can become an accountable service request.
For telecom customer operations, digital-channel teams and service-platform owners.
SEE HOW THE TECHNOLOGY WORKS
From request to a controlled action.
See how an agent can work with business systems while keeping permissions and people in the loop.
INTERACTIVE WORKFLOWIllustrative engineering scenario
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Understand the request
Read the request, retrieve the relevant context and prepare a structured task for the agreed workflow.
Message, form or business eventA structured task with required fields
Read the complete workflow
Understand the request
Read the request, retrieve the relevant context and prepare a structured task for the agreed workflow.
Message, form or business event → A structured task with required fields
Check and approve
Validate the details and permitted actions. Route exceptions and sensitive decisions to the accountable person.
Task + business rules + permissions → Approved action or a review request
Update the system
Write through a configured integration, check the response and retain an action record. A failed update stays visible.
Authorized action → Confirmed system response + audit trail
FROM BUSINESS PROBLEM TO WORKING SYSTEM
See the work between the steps.
Choose a workflow and inspect the sources, intelligence, review and outcome. These are engineering examples to scope with your team.
ENGINEERING EXAMPLEExplore at your pace
Self-service with BSS context
A channel assistant can answer a generic question but cannot see the relevant approved service context.
Source context
Verified customer context, approved offer knowledge and allowed account queries.
CONNECTED SYSTEMS TO SCOPE
Discuss this workflowEcho · BSS · identity · CRM
Account and subscription changes require verified identity, permitted BSS actions and a confirmed system response. A conversation alone does not activate a service.
A COMPLETE OPERATION, NOT AN ISOLATED DEMO
Three ways to make it yours.
Adopt a product where it fits. Connect it to approved systems. Build a tailored application when the workflow needs more.
Connect the workflow
Map identifiers, permissions, API actions and error paths. Keep the source of truth clear and design an accountable handoff when a system is unavailable.
Build from scratch
Create the portals, mobile experiences, data pipelines and operational interfaces your organisation needs. AI Squad can bring product, design and engineering into one delivery team.
TAILORED TO THE OPERATING MODEL
Scope beyond the first workflow.
We can scope these connected capabilities around your participants, systems and governance. Availability and integrations are confirmed for your project.
Phone, WhatsApp, app chat, email and assisted retail journeys
Billing, balance, roaming, plan changes and complaint intake
Permitted eSIM or number-porting requests through verified systems
Human-agent knowledge assistance and contextual handoff
Offer-policy controls and consent-aware retention workflows
DETAIL YOU CAN EVALUATE
The workflow, fully explained.
Inputs, dependencies and review points remain visible. The measures below are evaluation criteria for your pilot, not claimed customer results.
Self-service with BSS context
A channel assistant can answer a generic question but cannot see the relevant approved service context.
- Required inputs
- Verified customer context, approved offer knowledge and allowed account queries.
- What we configure or build
- Explain plan or billing information and prepare the permitted service request.
- Human responsibility
- Sensitive actions follow identity controls and approved rules; the BSS confirms the result.
- Delivery outcome
- A source-grounded response with either a confirmed system result or an explicit pending request.
- How to evaluate
- Review answer accuracy, failed actions and repeat contacts using agreed definitions.
Agent assistance & escalation
Customers repeat the issue when a conversation needs a specialist.
- Required inputs
- Conversation context, approved troubleshooting knowledge and ticket status.
- What we configure or build
- Prepare a concise handoff, retrieve relevant steps and draft a response for the human agent.
- Human responsibility
- The specialist validates advice and owns exceptions, commitments and resolution.
- Delivery outcome
- A ticket linked to the conversation, attempted steps and the assigned owner.
- How to evaluate
- Evaluate handoff completeness, correction rates and confirmed case resolution.
Service follow-up & permitted offers
Follow-up is disconnected from the customer issue and current offer eligibility.
- Required inputs
- Resolved or pending case status, communication preferences and approved offer rules.
- What we configure or build
- Prepare a contextual follow-up and present eligible options without inventing pricing or availability.
- Human responsibility
- Your team approves campaign scope, permitted contact and offer commitments.
- Delivery outcome
- An auditable follow-up request or accepted service change confirmed by the source system.
- How to evaluate
- Track permission handling, completed follow-ups and confirmed changes separately.
START WITH ONE MEANINGFUL WORKFLOW
Define it. Prove it. Expand it.
We scope the users, systems and decisions first. A pilot produces a working flow, review criteria and a rollout decision—not a promise that every integration is already available.
Scope the first workflowBring your starting point.
Approved plans, service policies and language review
Identity checks, allowed BSS actions and CRM mapping
Handoff rules, outage fallback and service-confirmation events
The delivery plan includes
Workflow map · integration contract · test cases · review roles · rollout and support ownership. Scope and timing are agreed after discovery.
BEFORE YOU START
Practical buying questions.
Can we keep our existing systems?
Yes, the starting point is your existing operation. Discovery checks API access, identifiers, authentication and data quality. Where a system cannot support a required action, we agree a safe handoff or a separate integration scope.
Is this a ready-made product or a custom project?
It can combine both. We identify the product capabilities that fit, the configuration required and the engineering work needed around them. Your proposal separates these responsibilities and deliverables.
How do we decide whether the pilot worked?
Agree a baseline, representative test cases, source quality and acceptance criteria before rollout. Review incorrect outputs, failed actions and human effort as well as speed. Expand only when the responsible team accepts the result.