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Reference AI Journey

Telco Use Case: Multi-Complaint Single Call

See how the Master AI Worker orchestrates SME AI Workers to handle complex network issues, billing disputes, and plan changes in a single call—using permissioned holds, policy gating, and least-privilege tool access.

“Orchestrating multiple intents in one session without losing context or control.”

Scenario & Intents

The Challenge

A single caller presents multiple distinct issues that span different business domains. The system must capture all intents upfront and orchestrate a resolution path.

Network Issue
Data/connectivity problem at home location
Billing Dispute
Unexpected high bill / roaming charges
Plan Change
Upgrade/downgrade request
Ticketing
Complaint ticket + confirmation

Policy & Execution Order

1
Identity Verification
2
Account Safety Check
3
Billing Dispute Resolution
4
Service Assurance / Ticket
5
Plan Changes & Recap
SME AI Worker Stack
Master AI Worker
Intent capture, context management, user communication, consent handling, and overall orchestration.
Identity/KYC WorkerValidates profile, triggers OTP
Billing & Charges WorkerQueries usage, identifies anomalies, eligibility
Network Assurance WorkerChecks OSS signals, outage maps, diagnostics
Plans & Retention WorkerChecks tiers, contracts, available offers
Ticketing & Ops WorkerCreates ITSM tickets, sets SLAs
Connected Backends
IAM/OTPCRMBillingOSS/NetworkITSMKnowledge Base
Detailed Workflow

Full Step-by-Step Call Flow

A comprehensive breakdown of the interaction, showing exactly how the Master AI coordinates with specialized SME workers and backend systems.

1. Call Arrival & Session Start

  • Call arrives via PBX/IVR/SIP; Voice Gateway starts media bridge.
  • Session Manager creates call context (correlation_id, tenant_id).
  • Master AI Worker starts STT→LLM→TTS loop; greets caller.

2. Intent Extraction & Planning

Caller states: "I have a network problem, my bill is huge, and I want to change my plan."

• Master extracts entities: Location Timeframe Plan Preference
• Confirms understanding and proposes order of resolution.

3. Identity Verification

Identity/KYC WorkerValidates profile, triggers OTP, and verifies customer. Returns verified_session flag.
Permissioned Hold #1

4. Billing Investigation

Billing SME WorkerQueries billing/charging systems. Identifies roaming anomaly.
Determines dispute eligibility. Creates dispute case and returns case_id + SLA.
Master unholds and explains findings plainly to the user.
Permissioned Hold #2

5. Network Assurance

Network SME Worker checks OSS signals and outage maps for customer location.

  • Determines if issue is Area Outage vs. Device Config.
  • If Outage: Pulls ETA and subscribes user to notifications.
  • If Device: Triggers safe re-provisioning.

Master unholds and summarizes status (e.g., "There is an outage in your area, fixed by 4 PM").

Permissioned Hold #3

6. Ticket Creation

Ticketing SME Worker creates ITSM ticket with full context. Returns ticket_id and next steps.

7. Plan Change & Final Recap

Plans SME Worker checks eligibility and executes change.

Master AI Final Recap
  • Dispute Case ID #DSP-9921
  • Network Ticket #NET-4421 (ETA 4:00 PM)
  • Plan Changed Unlimited 5G (Effective Today)

Master captures CSAT and offers SMS summary. Session ends. Full audit trail persisted.

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