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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.

Runs onVakyam

reduction in call center cost-to-serve, saving millions: 60%reduction in call center cost-to-serve, saving millions
lift in Net Promoter Score (NPS) by eliminating hold times: 15-pointlift in Net Promoter Score (NPS) by eliminating hold times

How the work runs

The pressure that made this worth automating, the steps the system runs, and what came out the other side.

Pressure & Trigger Points

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.

The run · 5 operational steps

Click any step to inspect telemetry signals, model reasoning, and governance gates.

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Conversational Natural Telephony

Vakyam connects directly to enterprise SIP trunks, answering calls instantly in natural conversational voice without touch-tone menus.

Input Signal:

Real-time operational telemetry & queue

Reasoning Pattern:

MCP grounded vector inference

Governance Gate:

Policy constrained with audit write-back

Verified Business Outcomes

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.

Capabilities this relies on

voice telephony
system connectors
workflow orchestration
autonomous execution
policy compliance
evidence audit trail