See the subscriber, not just the ticket

ALi brings plan, device, billing, service, account and interaction context together so every conversation starts with the whole subscriber relationship in view.

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One subscriber relationship, every moment that matters

ALi carries subscriber context from acquisition through service, retention, and collections, so every conversation starts with the relationship already understood.

Acquire: Sales Switch path ready
“A family is ready to switch four mobile lines, keep their numbers, replace two devices, and needs a plan that works for frequent U.S. travel.”
  • 4 mobile lines
  • Keep existing numbers
  • 2 new devices
  • Frequent U.S. travel
  • Ready to switch
ALi can
  • Understand the household need
  • Compare approved plan options
  • Check device / offer eligibility
  • Preserve number-porting requirements
  • Complete approved sales actions
Switch path ready
Serve: Customer Care Service and billing resolved
“A subscriber returned from the U.S., one line is not working, and roaming charges were higher than expected.”
  • Existing account
  • Affected line identified
  • Recent U.S. travel
  • Roaming charges present
  • Plan entitlements available
ALi can
  • Review line status
  • Explain roaming usage
  • Compare charges with plan entitlements
  • Apply the approved correction if eligible
  • Restore service or complete the next approved step
Service and billing resolved
Retain: Retention & Loyalty Retention path accepted
“A six-year subscriber with four lines says the bill keeps going up, roaming is confusing, and they are seriously considering switching.”
  • 6-year relationship
  • 4 mobile lines
  • Recent U.S. travel
  • Explicit switch intent
  • Approved alternatives available for eligibility review
ALi can
  • Identify the real churn driver
  • Resolve billing / roaming friction
  • Recognize relationship history
  • Surface eligible retention options
  • Present the best approved path
Retention path accepted
Resolve: Collections Resolution path confirmed
“A past-due subscriber says the bill changed after travel and wants to understand the confirmed amount before making payment.”
  • 4 mobile lines
  • Past-due balance
  • Recent U.S. roaming
  • Previously current account
  • Payment intent present
ALi can
  • Confirm the past-due amount
  • Explain roaming charges
  • Separate unclear or disputed charges from the confirmed balance
  • Check eligible payment options
  • Present the approved resolution path
Resolution path confirmed

Turn telecom conversations into completed work

ALi Workflow orchestrates approved actions across telecom systems, moving a conversation from a stated need to completed work.

Powered by ALi Workflow
Conversation / need
Customer

Account context
    System actions

      Agent Assist for every telecom team

      ALi Assist works alongside sales, care, retention, and collections teams in real time, surfacing subscriber context, signals, and the best approved next move while the human stays in control.

      Telecom Human agent
      Customer

      Type a reply…
      Send
      ALi Assist
      Subscriber context
        Signals
          Knowledge source ALi Knowledge

          Recommended move

          Approved actions

            Know what subscribers are telling you

            ALi Analytics analyzes subscriber language across sales, care, retention, and collections conversations to reveal what is really happening across the relationship.

            What subscribers are saying
            “My bill is higher again.” “I travel to the U.S. every month.” “One of our lines stopped working.” “I’m thinking of switching.” “I need to know what I actually owe.” “Can I keep all four numbers?”
            What ALi understands
            Billing friction
            Roaming confusion
            Service reliability
            Switch / churn intent
            Upgrade / acquisition intent
            Payment intent
            Plan-fit mismatch
            Multi-line relationship
            What the telecom team should act on

            Roaming confusion affects sales, service, retention and collections, so plan clarity matters to revenue, experience, churn and customer payments throughout the relationship.

            Evaluate every telecom conversation at scale

            ALi QA evaluates conversations across sales, care, retention, and collections, giving teams consistent visibility into policy adherence and what to coach next.

            Subscriber“My bill changed after the U.S. trip and now one line isn’t working.”
            Agent“I’ve reviewed your account, line status, and roaming usage. Here’s the approved next step.”
            Pass

            Subscriber context used correctly

            Pass

            Line / service status represented accurately

            Pass

            Billing / roaming explanation followed policy

            Improvement opportunity

            The agent should separate the service issue from the billing question earlier so the subscriber understands what is being resolved in each system.

            Coaching opportunity

            Acknowledge both issues at the start, then resolve service and billing as two connected but distinct workstreams before closing the conversation.

            One subscriber, every channel

            Chat, Messaging, Voice, and Email share the same subscriber context and journey state so the relationship continues no matter where the conversation happens.

            Subscriber context
            • 4 mobile lines
            • 6-year relationship
            • Frequent U.S. travel
            • Current plan
            • Recent billing / service context
            Status Resolution in progress
            Chat

            “Roaming / service issue identified”

            Messaging

            “Affected line and travel context confirmed”

            Voice

            “Account action or approved path completed”

            Subscriber context carries across channels, AI agents, and human handoffs.

            Run telecom experiences from one console

            Bring Sales, Customer Care, Retention & Loyalty, and Collections together in one operating layer for knowledge, analytics, real-time assistance, workflow automation, and quality.

            Overview
            Workflow
            Assist
            Knowledge
            Analytics
            QA
            Channels
            Integrations
            Telecommunications: Live Monitored
            Governed experiences
            SalesActive
            Customer CareActive
            Retention & LoyaltyActive
            CollectionsActive
            Telecom controls
            Plan / offer eligibilityActive
            Device / order actionsActive
            Billing adjustment rulesActive
            Roaming policyActive
            Resolution & payment
            Service / line actionsActive
            Retention offersActive
            Payment / servicing optionsActive
            Human handoffEnabled
            Governance
            QA / evaluationActive
            Channel policyActive
            Five modules. One operating layer.
            ALi KnowledgeInforms
            ALi AnalyticsUnderstands
            ALi AssistGuides
            ALi WorkflowActs
            ALi QAImproves

            Measure what matters in telecommunications

            Measure the full subscriber relationship across growth, experience, retention, and recovery.

            Subscriber growth

            • Conversion rate
            • Revenue per conversation
            • Upgrade / add-a-line conversion
            • Qualified sales opportunity rate

            Resolution

            • Resolution rate
            • Containment
            • Response / handle time
            • Quality / compliance

            Retention

            • Retention rate
            • Save rate
            • Loyalty engagement
            • Repeat contact / escalation

            Recovery

            • Resolution rate
            • Recovery rate
            • Promise-to-pay kept rate
            • Time to resolution

            Transform every moment of the subscriber relationship

            See how Augmented Labs can help telecom teams acquire subscribers, resolve service and billing needs, prevent churn, recover past-due accounts, and improve every conversation.

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