Sovereign Subscriber Service Agents

The cases that fill a telecommunications contact centre are repetitive and well understood: a duplicate charge, a SIM that will not activate, a line that has been down since the morning. They are also cases where the agent has to read a subscriber's account, traffic and sometimes location records, which ePrivacy rules and national law protect more strictly than ordinary personal data.

Agents on the platform read those records inside the operator's perimeter, reason over a model of the products, the network and the customer, and act through the existing billing and provisioning systems under an identity that is scoped to that customer and that case. A request outside policy, such as a refund above a threshold or a change to a business account, is routed to a human with the full context attached.

Every action is attributed to the agent and the case, so the operator can show a regulator, or a customer, exactly what was read and what was changed, and no subscriber data was ever sent to a third-party model.