Our client, a leading telecom operator, serves millions of subscribers across mobile, broadband, and enterprise services. As customer expectations grew for instant connectivity, the operator struggled with delays in service activation and onboarding, which directly impacted customer satisfaction and churn. Despite having digital systems in place, most activation and onboarding steps were manual, fragmented, and dependent on back-office coordination, slowing down time-to-service.

The Challenge

The telecom operator faced significant hurdles in its activation and onboarding processes, causing delays and inefficiencies across the customer journey. New SIMs and broadband connections often took hours or even days to become active, while manual KYC verification, plan assignments, and system updates relied heavily on human intervention. These delays led to customer frustration and high abandonment rates during onboarding. Scaling operations further compounded the problem, as additional staff were needed instead of smarter, automated processes. Meanwhile, competitors offering near-instant activations were capturing dissatisfied customers, putting pressure on the operator to modernize and streamline its onboarding workflows.

• Slow Service Activation: New SIMs and broadband connections often took hours or even days to become active, delaying revenue realization.

• Manual Onboarding Steps: KYC verification, plan assignment, and system updates relied heavily on human intervention, increasing the risk of errors.

• Customer Frustration: Long wait times led to high drop-offs during the onboarding journey, negatively impacting customer satisfaction.

• Operational Inefficiency: Scaling operations required hiring additional staff rather than optimizing processes with smarter automation.

• Competitive Pressure: Rivals offering near-instant activations were attracting dissatisfied customers, threatening market share.

The Solution: Amantra Agentic AI

The client implemented Amantra Agentic AI to automate end-to-end service activation and onboarding, transforming slow, manual processes into seamless, real-time operations while enhancing customer experience.

Key Features:

• Automated KYC Verification: AI-driven document checks and validation against regulatory databases.

• Real-Time Service Activation: Instant provisioning of SIM cards, mobile plans, and broadband connections.

• Integrated Workflow Automation: Coordination across OSS, BSS, and CRM for seamless onboarding.

• Customer-Centric Engagement: AI agents guide customers through each step via chat, app, and web.

• Continuous Monitoring: Autonomous agents flag exceptions (e.g., failed activations) for rapid resolution.

 

The Results

The implementation of Amantra’s AI-powered automation delivered rapid and measurable improvements:

• 80% Faster Service Activation: Processes that previously took hours or days were completed in minutes.

• 90% Reduction in Manual Workload: Back-office dependence was significantly reduced, freeing staff for higher-value tasks.

• Improved Customer Experience: Smooth, near-instant onboarding enhanced customer satisfaction and trust.

• Higher Conversion Rates: Reduced drop-offs during service activation boosted revenue potential.

• Stronger Market Competitiveness: Accelerated time-to-service became a key differentiator in a competitive telecom market.

 

Why This Matters

In today’s telecom landscape, speed is the new loyalty driver. Customers expect services to be ready the moment they sign up. By leveraging Amantra Agentic AI, this operator turned onboarding from a pain point into a competitive advantage, boosting customer satisfaction, reducing churn, and scaling operations efficiently. Activate services in minutes, not days. Power seamless onboarding with Amantra Agentic AI.