TPG Telecom wants AI agents that customers can ask for support

Detailed summary

Handling service performance issues and resolution.

TPG Telecom is developing AI agents that customers will be able to trigger themselves to diagnose and fix issues with their services, potentially without needing to ever call the telco.

General manager of technology operations Gaston De Arriba laid out this vision for service operations at Cisco Live! in Melbourne.

Back in March, TPG Telecom deployed a suite of Splunk tools, with a view to making its service operations more AI-driven; a model often referred to as ‘AIOps’.

Among the telco’s stated aims for this investment is real-time visibility into its networks and IT environment, enabling it to detect and resolve issues faster.

But it also said at the time that a goal was “applying machine learning to predict and resolve service issues before they impact customers”.

De Arriba offered the first real taste of what this looks like today, along with where the capability is headed.

Today, AI agents are working in the background to give contact centre staff information than they can share with customers that call in with service issues.

“One of the main pain points when customers have a problem is they call the call centre, and the call centre doesn't have enough information to tell them where is the impact and what we are doing to resolve it,” De Arriba said.

“One of the use cases that we put in place is actually providing the [human] agent in the call centre with enough information that the different agentic AIs are collecting from the network - from network performance, from KPIs, from an incident, change, complaints - and correlating all this information and identifying what is the problem [experienced by] the customer in real-time.

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