AIOS solutions
Most calls to a carrier are about a handful of things: a bill that went up, a plan that no longer fits, a phone that is due for an upgrade, a network that is down. Each one has a right answer in the billing and network systems. AIOS learns how your best representatives find it and act on it, and resolves the request on the call, text or chat it came in on.
A bot that answers the question and then transfers the customer to make the change has saved nobody time. AIOS runs the whole request: it reads the bill and explains the change line by line, shows the plan that would have cost less, and makes the switch when the customer agrees, within the limits you set.
The same workflow runs on the phone, by text and in chat, so a customer who starts in one place and finishes in another does not explain themselves twice.
Carriers answer to the FCC for what they disclose about an account (CPNI) and for how they authenticate SIM changes and port-outs. What may be said before a caller is verified, and which changes need more than that, is a rule your team writes once; it applies on the phone, by text and in chat alike.
Changes that carry fraud risk, such as a SIM change, a port-out or a new authorized user, can wait for an expert’s sign-off. Every action, input and output is written to an append-only ledger, so when a customer disputes a change you can show who asked for it, what was checked and who approved it.
When the network reports an outage, a workflow can start on its own: find the customers in the affected area, tell them by text what is known and when to expect an update, and answer the ones who call with the same information. When service is restored it closes the loop and, where your policy allows, applies the credit.
AIOS works on top of the systems you already run, with ready-made connectors for more than 100 of them, including Salesforce, ServiceNow and Zendesk. Billing and provisioning platforms without one connect through their API or database, or Nightshift autonomously builds the connector.
Bill explanation.
Explains why a bill changed, line by line, and offers the plan or add-on that fixes it.
Plan and device changes.
Checks upgrade eligibility, changes plans and adds lines when the customer agrees, within limits you set.
Outage outreach.
Tells the customers in an affected area what is known, answers their calls with the same information, and follows up when service returns.
Payment arrangements.
Offers a payment arrangement within your rules before service is suspended, and brings in a person for anything outside them.
Network troubleshooting.
Works through the checks your technicians would run and opens a ticket with the results when the fix is on your side.
Requests with a right answer in your systems: bill explanations, plan changes, upgrade eligibility, adding a line, payments and payment arrangements, outage questions and first-line troubleshooting. Anything outside your rules goes to a person with the full account and a recommended action.
What may be disclosed before a customer is verified, and which changes need more, is a policy your team writes once for every channel. High-risk changes such as a SIM change or a port-out can wait for an expert’s sign-off, and every action is written to an append-only ledger.
No. A chatbot answers questions and hands the work to someone else. AIOS carries the request through to the change in your systems, on phone, SMS and chat, under one policy and one audit trail.
No. AIOS works on top of the systems you already run, and it answers and places calls and texts itself, so it can take on requests without a migration.
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We embed until it works, then you pay for what worked. Bring the process you would most like to stop staffing.