High-Volume Customer Billing & Support Automation in Telecommunications
A tier-1 telecommunications operator handles over 500,000 monthly inbound calls regarding bill explanations, data top-ups, plan upgrades, and roaming activations.
Run on Vakyam · Enterprise Voice
The challenge
Legacy touch-tone IVRs force callers through endless keypress menus, resulting in high call abandonment rates.
Live call agents spend 60% of their shift answering repetitive billing questions, driving cost-to-serve up to $4.50 per call.
Peak traffic during bill release days overwhelms call queues, resulting in 15-minute wait times and severe CSAT drops.
How Vakyam solves it
Conversational Natural Telephony
Vakyam connects directly to enterprise SIP trunks, answering calls instantly in natural conversational voice without touch-tone menus.
Core Billing API Integration
Authenticates callers via voice biometrics or OTP, instantly querying CRM and billing data stores.
Intent & Exception Handling
Explains complex bill prorations, itemized data usage, and promotional expiration dates in natural spoken language.
Autonomous Plan Execution
Executes data top-ups and plan changes autonomously while remaining on the line with the customer.
Zero-Wait Scale
Scales concurrently to handle 10,000+ simultaneous inbound calls during peak billing releases.
The outcome
- reduction in call center cost-to-serve, saving millions
- 0%reduction in call center cost-to-serve, saving millions
- lift in Net Promoter Score (NPS) by eliminating hold times
- 0-pointlift in Net Promoter Score (NPS) by eliminating hold times
60% reduction in call center cost-to-serve, saving millions in annual operational overhead.
15-point lift in Net Promoter Score (NPS) by eliminating hold times and IVR button menus.
82% first-contact resolution (FCR) rate achieved autonomously without human agent transfer.
Representative scenario: a modelled industry situation showing how this accelerator applies. Figures are projections, not a named client result.
Capabilities used
Every accelerator is assembled from the same capability layer, so a workflow you adopt here shares its foundation with the rest of the portfolio.
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