Telecommunications
Guide a change, then qualify the request.
Phone, chat and WhatsApp agents explain a migration, answer support questions from published material and qualify who should take the case. This is a product example, not a customer case.
I received a message about the copper network shutdown. What happens to my line?
- Migration question
- Service: fixed line
- Next step: eligibility
The notice describes the move to fibre in your area. I can walk you through the published steps and check what applies to you.
Prepared for your team
Migration case- Service
- Fixed line
- Question
- Copper network shutdown
- Status
- Eligibility check needed
Why teams start here
Where service slows down today.
Every notice creates a call spike
A migration wave triggers the same questions from many customers within days.
The same support questions
Many contacts concern recurring topics that are already documented.
Transfers without the details
Teams receive cases without the line, address or symptom they need to act.
Requests the agent handles
Three moments in the journey
The agent uses the approved migration or support material and collects what the next team needs.
- 01
Migration
Explain the published steps of a service change.
Example request What changes for me when my offer is migrated?
Collects - 02
Support
Answer a recurring service question from approved content.
Example request My internet keeps disconnecting in the evening.
Collects - 03
Qualification
Collect the details required before routing.
Example request I want to switch to fibre. Is it available at my address?
Collects
Channels
Where your customers reach the agent.
The same agent, knowledge and rules on every channel below.
Phone
Answers and places calls in real time over your SIP trunk or Twilio numbers.
Website chat
A chat widget added to your site with one snippet, limited to the domains you allow.
WhatsApp
Conversations on WhatsApp Business, with buttons, media and shared locations.
E-mail
Reads a shared inbox and replies in the thread, automatically or as a draft to approve.
- Real-time streaming
- Callers can interrupt
- Phone keypad input
- Transfer to a person
How it is built
The agents, knowledge and controls behind this example.
An example set-up in Liberrex AI & Agents. You choose the agents, channels and rules for your own deployment.
- Phone agent · migration and support calls
- Chat agent · website support
- WhatsApp & SMS agent · notices and follow-ups
- Outbound caller · offer campaigns
Knowledge
Migration notices, support articles and offer sheets, uploaded or connected from your website, S3 or SFTP. Answers cite their source.
Tools and integrations
HTTP tools check eligibility at an address or open a ticket with the line, symptom and time collected.
Guardrails and escalation
Line changes and commercial commitments are out of scope. Cases outside the notice are qualified and transferred with a summary.
Quality for AI and human agents
Support calls and chats handled by agents and by the AI are scored, response times are tracked, and saved searches alert you when a topic such as an outage rises.
Outbound campaigns
Example: a fibre offer campaign by phone, WhatsApp or e-mail to customers who gave consent, with retries and results for each customer.
Languages
Tunisian Arabic (Derja) on calls and in messages, Arabizi in writing, French, English and Modern Standard Arabic.
Step by step
A migration question
A customer asks what changes on a given date. The agent retrieves the migration notice, answers what it is allowed to say and qualifies the case if something does not match.
Hear the question
The customer asks what changes on a given date.
Retrieve the migration notice
The agent retrieves the published migration notice.
Answer within that notice
It answers within what the notice says, and nothing more.
Qualify and route exceptions
Cases that do not match are qualified and routed to a team.
Network changes stay with the operator
The agent explains and qualifies. It does not reconfigure a line or promise an outcome outside the published material.
The agent handles
- Explaining published migration steps
- Answering recurring support questions
- Qualifying requests before routing
- Passing exceptions to the right team
Your team keeps
- Line and network changes
- Commercial commitments
- Exceptions outside the notice
- Published material only
- Qualification before routing
- A team handles exceptions
Telecommunications questions
AI agents for telecom service, answered.
Can an AI agent handle a network migration wave?
Yes. A phone agent and a chat or WhatsApp agent explain the steps in your published migration notice, answer within that notice with cited sources and qualify the cases that do not match before routing them to the right team.
Can the AI agent change a customer’s line or offer?
No. Line and network changes, commercial commitments and exceptions outside the notice stay with the operator’s teams. The agent explains, qualifies and transfers with the details collected.
Can the agent check our systems during a conversation?
Yes, through the tools you connect. A tool calls one of your HTTP APIs, for example an eligibility or ticketing service, with the fields the agent collected. The agent only uses the systems and fields you configure.
Can we present offers through outbound campaigns?
Yes, as an example: an outbound campaign reaches a selected contact list by phone, WhatsApp, Telegram or e-mail, within the days and hours you set, with retries and a consent field. The agent presents the published offer and records interest; commitments stay with your sales team.
Which channels and languages are supported?
Phone calls on SIP trunks or Twilio numbers, website chat, WhatsApp Business, SMS, Telegram, Messenger, Instagram and e-mail. Conversations run in Tunisian Arabic (Derja), including Arabizi in writing, French, English and Modern Standard Arabic.
How do supervisors follow service quality?
Quality scores calls, chats, e-mails and AI-agent conversations against your scorecards, tracks response times on e-mail and chat, and flags coaching moments. Saved plain-language searches send alerts when a topic, such as a fibre outage, starts to rise.