Xcope agentField job queue
Faults and installations ranked by impact and by each customer's contract, with the engineer and equipment assigned.
Put AI to workin telecoms.
Network alarms, customer records and billing in one view, so you can fix the fault before the customer switches provider.
The challenge
Who sees the whole customer, from the fault to the bill?
At an operator, the fault sits in the OSS and the network alarms, the customer in the CRM, the minimum term in billing and the engineer's visit in work order management. Each team sees its own part, and a porting request is often the first sign that reaches the retention team.
- 01
Churn spotted too late
Repeated faults, complaints and the end of the minimum term sit in different systems. By the time retention calls, the customer has already signed with another operator.
- 02
Engineers sent first come, first served
A fault at a business customer waits behind a home move. And visits get repeated because the engineer did not bring the right equipment.
- 03
Billing that generates calls
Campaign discounts left unapplied and services billed after cancellation. Every error ends in a call to customer service and a credit note.
Day to day
Questions that finally get answers
Which areas of the network are close to capacity?
How many jobs needed a second visit this month?
Which activations have been delayed for more than five days?
Which billing complaints keep coming back for the same reason?
How many business customers come out of contract this quarter?
AI at work
The customer with no service comes first, then the rest of the queue.
AI cross‑checks the CRM, billing, network alarms and work orders to show which faults to tackle first and which customers are at risk of leaving. It also checks every billing cycle before the invoices go out.
Faults that end in a switch
Each customer's fault history checked against porting requests, so you can see where the network is costing you customers.
Churn risk by reason
Customers at risk of leaving grouped by their main reason, so retention can call before the porting request arrives.
Billing checked
Every cycle checked against contracts, campaigns and cancellations, so you correct errors before they reach the customer.
Illustrative figures.
The data you already have, put to work
We connect to the systems you already have, without replacing them, and you decide which data each agent can read.
Works with what you already use
ERP, CRM, email and documents stay where they are, and nobody has to move to a new system.
Reads and cross‑checks your data
Brings together what is scattered today and finds what does not add up.
Proposes, you approve
Every sensitive action goes to whoever has the authority to approve it.
Acts and keeps a record
Works inside your team's systems and records where every decision came from.
We start with business customers.
There are fewer of them, their contracts set repair times and their bills are larger, so the effect shows quickly. Then we extend to residential customers, with the models already trained on your data.
- 01
Assessment
We map the operation and the data and choose what reaches production first.
- Data sources mapped
- Opportunities assessed
- Scope and plan agreed
- 02
First system in production
We build in the tools you already use and put the system to work on real cases.
- CRM, billing and work orders connected
- Business customer agent in production
- 03
A team that runs it
Your team takes the system over and we choose the next process together.
- Account managers using the agent
- Next process chosen
How does it connect to the OSS and BSS?
Through whatever each system makes available: the API of the CRM and of work order management, database replicas or scheduled exports from billing, and the alarm feed from network monitoring. What the agent proposes comes back as a task or a note in the system the team already works in.
What about customers' traffic and location data?
It falls under specific privacy rules for electronic communications, on top of GDPR. We use only the data that is necessary and authorised, it stays on your infrastructure and every query is logged. To predict which customers are likely to leave, faults, contacts and billing are usually enough.
Who decides what to offer a customer at risk?
The sales or retention team. The agent shows the likely reason for leaving and proposes an offer within the commercial rules you set, and the account manager decides whether to use it.
Does this replace the engineer dispatch system?
No. Dispatch stays in your work order management tool. The agent suggests the order of jobs by impact and by each customer's contract, and the field coordinator accepts or changes it.
Find out which faults are costing you customers.
In half an hour we look at the network and customer data you already have and decide what to connect first.
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