AI agents for telecom
AI agents explain bills, change plans, activate eSIMs and answer outage questions from your billing and network systems, 24/7 on every channel. No per-seat fees and no per-resolution fees.
Trusted by companies of all sizes
What it resolves
Connected to billing, provisioning and your incident tools, the AI agent settles the subscriber’s request in the same conversation.
Recognizes an area outage from the subscriber’s postcode, answers with the cause and the fix time from the open incident, links every similar conversation to it and texts the subscriber when service is back.
Reads the bill line by line, names the charge behind a higher total and splits the balance into payments.
Compares the current plan with the subscriber’s usage, switches it and shows the prorated charge.
Verifies the subscriber with a one-time code, creates the eSIM profile and sends the QR code.
Looks up the port request and tells the subscriber which step it is at and when the number moves.
Runs a remote line test, restarts the router and walks the subscriber through the rest from your guides.
When the fault is outside the home, offers open slots, books the visit and confirms the technician on WhatsApp.
Operators, subscribers, lines and amounts in the scenes are illustrative. Actions in your billing, provisioning and network systems run through the integration or the API action or MCP server you connect.
G2 ran nine customer experience AI agents through the same verified dataset: grounded answers, account actions, troubleshooting, and escalation by policy. BoldDesk was scored independently, like every other vendor.
Source: G2 AI CX Agent Evaluations, General CX leaderboard. Scores reflect G2’s evaluation on the date shown and may change as agents are re-tested.
One AI team
Three agents work from the same plans, policies and credit balance. Bring in billing, network and retention staff as human agents at no seat cost.
For subscribers
Answers subscribers on chat, SMS, WhatsApp and email and makes the change on their line, day and night.
Explore Support Agent
For every ticket
Links outage tickets to the incident, flags port-out and fraud risks and routes each ticket to its team.
Explore Background Agent
For your team
Drafts replies to billing disputes from the line’s usage records, then polishes and translates them.
Explore Assist AgentNative Twilio, Aircall, Ringover, WhatsApp, PagerDuty and Salesforce integrations. Your BSS, OSS and billing platforms connect over API or MCP.
Twilio Outage and maintenance alerts by text message 
Aircall Calls logged as tickets with the recording 
WhatsApp Outage updates sent where subscribers already chat 
PagerDuty Network on-call paged when an outage is confirmed 
Salesforce Subscriber plans and history on every conversation 
Ringover Call history and recordings logged on the ticket Guardrails
The AI agent verifies the account holder before it changes a line, holds high-risk changes for a named approver, and keeps a record your fraud team can read.
Each skill carries your verification steps, plan rules and credit limits, and the AI agent stays inside them.
SIM swaps, port-outs, line cancellations and credits over your limit wait for the approver you name.
Every lookup, identity check, tool call and result, with timestamps, on every conversation.
Account numbers, PINs and personal details are masked in tickets, transcripts and reports.
96% accuracy in G2’s independent AI agent test, +10 pts vs. average
Independently audited, encrypted end to end, and governed by the access rules your security team sets.
Independently audited for security, availability and confidentiality.
Compliant with EU data protection rules, with a data processing agreement.
HIPAA compliance with a signed BAA, where your support handles health data.
Your data stays yours
Your data is only accessible to your AI agent and not used to train models.
AES-256 encryption
Subscriber and account data encrypted on a secure cloud architecture.
SSO and role-based access
SSO, IP restrictions and roles decide who builds, approves and sees what.
PII redaction
Personal data masked in tickets, transcripts and reports.
Keep subscribers connected and informed. Review best practices, common mistakes and the impact each has on outages, billing and SIM swap fraud.
Explore GuidelinesAn AI agent for telecom customer support is software that resolves subscriber requests, such as bill questions, plan changes, eSIM activation and outage updates, on its own and around the clock. In BoldDesk, it reads the account from your billing and network systems, makes the change through an API action or MCP server, confirms it with the subscriber, and hands off to a person when your rules call for one.
Yes. Your billing, BSS and provisioning systems connect as API actions or an MCP server, and the AI agent calls them to change plans, add travel passes, split bills or create eSIM profiles. You set per action whether it runs on its own or waits for approval; SIM swaps, port-outs and large credits usually wait.
Twilio, Aircall, Ringover, Exotel, Ozonetel, KrispCall, WhatsApp, PagerDuty, Salesforce and HubSpot are native BoldDesk integrations. BSS, OSS, billing, porting and field service platforms, including in-house ones, connect as API actions or as an MCP server that gives the AI agent their tools.
BoldDesk has a SOC 2 Type 2 report, is GDPR compliant with a data processing agreement, and encrypts data with AES-256; SSO, role-based access and PII redaction are available. Your own verification steps before an account change, such as a PIN or a one-time code, are written into the AI agent’s skills, and every step is kept in the trace log.
Mark the SIM swap and port-out actions as approval-required, and name the approver, such as your fraud team. The AI agent verifies the subscriber, prepares the change and waits; it runs only after approval, and the trace log records who approved it and when.
When the subscriber asks for a person, when an identity check fails or a fraud signal appears, when the conversation turns frustrated, or when the request is one your rules keep for staff, such as a cancellation for your retention team. The ticket arrives with the full conversation and the AI agent’s trace, so nobody asks the subscriber again.
BoldDesk starts at $99 a month, billed yearly, with 500 AI credits included and unlimited human agents, so billing, network and retention staff join without seat fees. Credits are spent on the work AI does, never per resolution, and extra credits cost $40 per 1,000.
Subscribers reach the AI agent on live chat, email, SMS through Twilio and WhatsApp, and it replies in 40+ languages. Calls from Aircall, Ringover, Exotel, Ozonetel or KrispCall arrive in the same BoldDesk inbox, so your team sees every channel in one place.
Get started
Connect your billing and network systems and watch the AI agent resolve its first subscriber requests today.
