AI-Powered Customer Service Automation
Telecom Provider
A telecom provider's support team was buried under 50,000+ tickets a day. Bricksense built an AI layer that resolves routine contacts end to end and hands everything else to agents with context attached.
The Challenge
The bulk of contacts were repetitive — billing questions, plan changes, outage checks, SIM activation — but each still consumed an agent. Response times were slipping and cost per ticket was rising.
Any automation had to be accurate on customer-specific data, know when to escalate, and integrate with billing and CRM systems rather than sit beside them.
Our Approach
Intent and risk mapping
We classified the top contact reasons by volume, resolution complexity, and the cost of getting them wrong.
Grounded AI responses
An LLM assistant grounded in the customer's account data and policy documents, with guardrails and confidence thresholds.
System actions
The assistant can perform real tasks — apply a credit, change a plan, raise a fault — through governed API calls.
Warm handoff
When it escalates, the agent gets the full transcript, the customer's intent, and a suggested resolution.
The Solution
Routine contacts are now resolved automatically in seconds, at any hour. The AI acts on the account where it is confident and escalates cleanly where it is not.
Agents spend their time on complex, high-value cases, arriving with context instead of starting cold.
What We Delivered
- Conversational AI assistant grounded in account and policy data
- Integrations with billing, CRM, and network systems
- Automated actions with guardrails and audit logging
- Agent handoff console with transcript and recommended resolution
- Analytics on deflection, accuracy, and customer satisfaction
The Results
The assistant now handles a large share of daily contacts without an agent, cutting average response time by 85% and cost per ticket by 60%.
Customer satisfaction rose rather than fell — routine issues are fixed instantly, and escalated ones reach a better-prepared agent, holding CSAT at 4.7 out of 5.
It resolves the repetitive half of our contacts on its own and makes our agents better on the rest. Cost per ticket dropped 60% and customers are happier.