Telecom
made effortless.

This is a core strength of the platform. SoundHound AI’s industry-leading voice AI technology is engineered for superior accuracy and natural conversation flow. It is pre-trained on vast datasets and can be fine-tuned to recognize unique telecom industry vernacular (“5G,” “FTTP,” “eSIM”) and a wide range of regional accents and dialects, ensuring a frictionless and intelligent conversational experience for every customer.

Standard bots fail here because they can’t handle complexity. Amelia excels by using Complex Query Handling. The platform’s multi-agent architecture can orchestrate specialized agents to tackle different parts of a single query. For a billing question, one agent can retrieve the bill details from your BSS, another can cross-reference it with plan details, and a third can process a payment or dispute, all within one seamless conversation, leading to complete resolution.

Yes, Amelia enables a shift from reactive to proactive customer service. Leveraging its Agentic+ core, Amelia can be triggered by events in your network or billing systems. It can then initiate outbound communication to alert customers of a service outage in their area with an estimated resolution time, or warn them they are approaching their data limit and offer to upgrade their plan, turning a potential complaint into a positive, value-added interaction.

Amelia is a powerful tool for revenue generation. By integrating with your CRM, Amelia has a complete view of the customer’s history and current services. During an interaction, it can identify personalized upsell or cross-sell opportunities, such as a new streaming bundle, a 5G home internet upgrade, or an international roaming package, and present the offer naturally within the conversation. This automated, intelligent sales capability helps drive ARPU growth and customer satisfaction.

Compliance is built into the platform’s DNA. Amelia’s Enterprise Grade Security & Compliance framework ensures all interactions adhere to strict data privacy regulations. Furthermore, deterministic agents are used for processes involving sensitive data. These agents follow fixed, pre-approved workflows, ensuring that CPNI and other confidential information are handled according to legal requirements without deviation, providing a fully auditable trail.

Agentic+ is our unique, comprehensive approach to conversational AI. For a telecom operator, it means you get a complete resolution engine, not just a conversational front-end. It combines:

• Deterministic agents for compliant, rules-based processes (like identity verification).
• Generative AI for natural, human-like conversation.
• Autonomous agents that can reason and create new workflows to solve novel problems.
• A smart Human in the Loop to seamlessly escalate when needed.

This combination ensures Amelia can handle the full spectrum of telecom tasks, from simple queries to complex, multi-step resolutions.

A key strategic advantage of the Amelia platform is its LLM-agnostic architecture. This provides you with the flexibility to use the best model for the job, whether it’s a public model, a private model, or a combination. This future-proofs your AI investment, preventing vendor lock in and allowing you to adapt your strategy as language model technology continues to evolve.

Amelia learns your business through a combination of methods. The user-friendly interface allows your business experts to define core processes and workflows. For unstructured knowledge, the Agentic RAG feature allows Amelia to ingest and learn from your existing documents, such as internal knowledge bases, product catalogs, and troubleshooting guides, making the onboarding process efficient and scalable.

A multi-agent system enables Amelia to use a group of specialized AI agents, each with a distinct skill, and orchestrate them to resolve a complex request. For a telecom provider, this is critical. For example, a “New Line Activation” request might involve a Billing Agent to check credit, a Provisioning Agent to activate the SIM in your OSS, and a CX Agent to confirm with the customer. The platform’s Agentic+ framework acts as the conductor, ensuring all these specialized agents work together to complete the task seamlessly.

This is managed by Amelia’s advanced context switching capability. If a customer is troubleshooting their internet and suddenly asks to add a new mobile line, the AI agent can pause the troubleshooting flow, address the new line request completely, and then intelligently resume the original troubleshooting conversation without losing context. This mirrors a natural human conversation and is a key differentiator from less sophisticated bots that would fail the entire interaction.

Clients typically see measurable results within weeks of deployment. By automating common, high-volume interactions, Amelia immediately reduces AHT for those queries to a fraction of a human led call. For a major telecom provider, Amelia now handles over 6.5 million calls per month, containing over 50% of cases. This directly improves FCR and AHT metrics, delivering rapid and tangible ROI.

We understand that telecom call volumes are not static. Our approach is to work with you on a TCO / ROI deep-dive analysis to structure a commercial model that aligns with your business needs. The model is designed to be scalable and flexible, ensuring that you can cost-effectively manage seasonal peaks (like during new phone launches or weather-related outages) and pay for the value and outcomes the platform delivers.