Voice agents for telecommunications
From billing inquiries and network troubleshooting to outage alerts and subscriber retention, our voice agents automate telecom customer workflows without sacrificing service quality.
Trusted by leading organizations
Introducing SIMBA Agents for Telecommunications
Transform subscriber experiences at scale
Improve subscriber satisfaction
Resolve billing questions, troubleshoot connectivity issues, and manage account changes instantly across voice and chat channels.
Reduce operational costs
Automate high-volume interactions like plan changes, payment processing, and outage notifications. Reduce cost per interaction by up to 80%.
Increase retention and ARPU
Proactive engagement, personalized upgrade offers, and instant resolution keep subscribers happy and reduce churn.
Built for every telecom workflow
Why telecom providers are adopting AI voice agents
Telecommunications is one of the highest-volume contact center industries on the planet. The average mid-size carrier handles hundreds of thousands of calls per month, and the majority are repetitive — billing questions, service outages, plan changes, and basic troubleshooting. Each of these calls costs $6–$15 when handled by a live agent, and wait times during peak hours regularly exceed 20 minutes, driving subscriber frustration and churn.
AI voice agents address this head-on by resolving the routine 60–80% of inbound calls without any human involvement. When a subscriber calls about an unexpected charge, the agent pulls up their account, explains the line item, and offers a plan adjustment — all in under 90 seconds. No hold queue, no transfers between departments, no repeating the account number three times. This is a fundamental shift from the legacy IVR phone tree experience that most carriers still rely on.
The outage communication problem is equally painful. When a network event affects thousands of subscribers simultaneously, call centers get swamped with the same question: "Is there an outage in my area?" Outbound voice agents flip this dynamic by proactively notifying affected subscribers before they call in, providing estimated restoration times, and offering callback updates. Carriers that deploy proactive outage communications see inbound volume drop by 40–60% during incidents.
Retention is where the financial impact compounds. Telecom subscriber churn runs 1.5–2.5% per month across the industry, and every churned subscriber costs $300–$500 in acquisition spend to replace. AI agents can detect early churn signals — payment skips, repeated complaints, competitor inquiries — and trigger personalized retention offers in real-time. The combination of instant resolution, proactive outreach, and smart retention makes voice agents one of the highest-ROI investments a carrier can make. See our deep dive on voice AI in telecommunications for the full picture.
Core voice agent use cases in telecommunications
Billing and account management is the single largest call driver for most carriers, accounting for 35–45% of all inbound volume. Subscribers want to understand charges, dispute fees, update payment methods, and change plans. AI voice agents handle these end-to-end by integrating with your BSS/OSS stack — pulling real-time account data, explaining charges in plain language, applying credits where policy allows, and processing plan changes on the spot.
Network troubleshooting and diagnostics is the second major category. When a subscriber reports slow speeds or dropped connections, the agent runs remote diagnostics, checks for area-wide issues, walks through modem resets, and — if the problem persists — schedules a technician visit with the right context so the tech arrives prepared. This eliminates the frustrating script-reading experience that gives telecom support its reputation. For companies looking to modernize their support infrastructure, this is often the first use case deployed.
Plan upgrades and cross-sells represent a major revenue opportunity that most carriers underinvest in. Voice agents can analyze a subscriber's usage patterns — data consumption, international calling, streaming habits — and proactively recommend the plan that genuinely fits their behavior. Unlike scripted upsells that feel pushy, data-driven recommendations from an agent that already resolved the subscriber's issue land with much higher conversion rates.
Subscriber retention and win-back closes the loop. When a subscriber calls to cancel or port out, the agent has real-time access to their tenure, lifetime value, and available retention offers. It can match the competitor's price, waive fees, or offer a loyalty upgrade — all within the same call. For subscribers who have already left, outbound win-back campaigns using the same AI agent infrastructure that tech companies rely on can re-engage lapsed accounts with targeted offers at scale.
One platform for every telecom workflow
One brain across channels
Design your agent once and deploy it everywhere your customers are — chat, phone, email, WhatsApp, and more. The same knowledge base, personality, and workflows power every channel, ensuring a consistent experience.
Emotionally aware voice agents for telecom
Expressive, natural voices
Choose from 10,000+ voices or clone your own. Control tone, cadence, and emotion for every interaction. Our voices are indistinguishable from humans.
Sub-second latency
Industry-leading response times under 1 second. Natural turn-taking and interruption handling make conversations feel real.
Multilingual support
Deploy agents in multiple languages with automatic language detection and seamless switching mid-conversation.
Enterprise-grade security and infrastructure
Enterprise-level data protection
End-to-end encryption, SOC 2 Type II certification, zero retention modes, and regional data residency options to keep your data secure.
Granular team permissions
Role-based access controls, workspace-level isolation, and audit trails to manage your team securely at scale.
Elevated support and custom deployments
Dedicated account management, custom SLAs, priority support queues, and VPC deployment options for enterprise customers.
Get started with telecom voice agents
Create an agent on the web
Set up your first AI agent in just a few minutes using our web platform. Upload your SOPs, knowledge base, and configure workflows — no coding required.
Build via API
Build, launch, and scale agents using our powerful APIs and SDKs. Available in JavaScript, Python, Swift, and more.