Boldr AI
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Telco & customer operations AI

Every contact traced to its cause.

Repeat contacts fixed at the source, IVR containment and capacity run by exception across programs.

Start a Value Discovery SprintSee how it works
−40%
repeat contacts
−22%
cost per contact
9% → 0%
abandonment
Every contact traced to its cause.ReleaseOutagePromoBillContact→ causeContainedResolved by agentFixed at sourceEvent → contact → IVR → agent → ticket → cost

1The problem

Why one in five telco contacts is a repeat

Releases that blow the forecast.

A product release or billing change sends calls nobody planned for, queues overflow, and workforce planning cannot say which change caused the spike.

One in five contacts is a repeat.

Customers call back when the first contact closed the ticket without fixing the cause, and you pay for each repeat as if it were a new contact.

One program short, another idle.

Each program plans its own staff by day, so one queue runs short at peak half-hours while staff in the next program sit idle, and callers abandon.

2How it works

How Boldr AI traces contacts from event to cost

  1. 1

    Trace

    Event to cost.

  2. 2

    Contain

    Agents on repeat reasons.

  3. 3

    Plan capacity

    By half-hour, across programs.

  4. 4

    Verify

    Vendor claims vs. data.

3What you get

Where Boldr AI starts in telco customer operations

Customer service agents

Agents contain the rules-based repeat reasons first and run collections by risk and value, while a tower traces each contact from event to cost.

Process, productivity & loss mining

One telemetry layer, built from desktop and call data plus event logs, shows where capacity is lost and checks each vendor's claims against what it delivers.

Control Tower CX

The CX edition, one of three with RTM and RGM, turns a red KPI into a task with an owner and deadline, then logs the action.

4Why Boldr AI

Why Boldr AI for telco customer operations

  • Repeat contacts are traced from event to cost.Each release or change is followed to the contacts it creates and what they cost.
  • Agents take the repeat reasons first.Containment starts with the contacts that keep coming back.
  • Capacity is planned by half-hour across programs.One program no longer runs short while another sits idle.
  • Vendor claims are checked against data.One telemetry layer measures what each vendor actually delivers.
  • A red KPI becomes a task with an owner.The CX control tower assigns it with a deadline and logs what was done.

5Results

Telco customer operations results

Tier-1 telco · customer care

Every contact traced from cause to cost.

−40%repeat contacts
−28%resolution time
−22%cost per contact
Customer operations

Less waiting, more capacity, same system.

9% → 0%abandonment
−17%handle time
US$1.1M+capacity a year
CX operator · SpainIn progress

One command center across front, mid and back office.

4layers in one view
Any CRMthrough a connector layer
All case studies

Next step

Scope your first customer operations sprint

Define the scope in minutes. We turn your answers into a focused Value Discovery Sprint.

Scope your sprint
in three questions.

Pick the capability. Your answers tell us where a Value Discovery Sprint would look first; a value consultant comes back with a proposed scope.

1What capability do you want to focus on?
2What share of contacts are repeats?
3Can your bot act in your systems, or only answer?
4What happens after hours?

Your readout

Your answers shape the scope.

A sprint would likely look first at:

  • Repeat reasons to fix
  • Requests an agent can resolve
  • After-hours demand

A value consultant replies within one business day.

Questions

Does Boldr AI need call recordings for telco customer operations?

No. Boldr AI works from IVR logs, interactions and tickets. Those records are enough to trace each contact from the event that caused it to what it cost, and to rank the fixes by full cost.