Automating Provisioning, KYC, and SIM Lifecycle Management with Amantra Agentic AI
The Challenge
As customer volumes surged, the telecom provider’s backend operations struggled to keep pace. Key lifecycle processes like provisioning, KYC verification, and SIM management were highly manual, siloed, and error-prone—impacting both customer experience and regulatory compliance.
Key operational pain points included:
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Provisioning Delays: Service activations for new mobile and broadband customers often took hours or even days. Manual coordination across OSS, BSS, and CRM systems created bottlenecks that slowed service delivery and delayed revenue realization.
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KYC Bottlenecks: Customer onboarding was hindered by paper-based document verification and manual data entry. Compliance teams had to cross-check identity and address proof against multiple internal and external databases, creating unnecessary friction and high turnaround times.
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Error-Prone SIM Lifecycle Management: Manual handling of SIM swaps, suspensions, and reactivations frequently led to inconsistencies in customer records, accidental service interruptions, and revenue loss.
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High Operational Costs: Maintaining large back-office teams to execute repetitive and rule-based tasks such as verification, provisioning, and data reconciliation significantly increased OPEX.
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Compliance Risks: With manual inputs and fragmented oversight, there was a higher chance of non-compliance with telecom KYC norms, exposing the company to regulatory penalties and reputational risk.
The telecom needed a scalable, intelligent automation framework that could unify systems, eliminate manual intervention, and ensure real-time accuracy across the customer lifecycle from activation to compliance monitoring. The goal was to build a self-driving operations model where AI agents proactively managed processes, detected exceptions, and ensured every activation or verification happened seamlessly and compliantly.
The Solution: Amantra Agentic AI
The telecom operator partnered with Amantra to deploy Agentic AI-powered automation across provisioning and SIM management workflows. Unlike traditional RPA, Amantra agents operate autonomously, executing, monitoring, and optimizing processes end-to-end while continuously learning from previous actions.
Key Features:
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Automated Provisioning: Enabled real-time activation of new connections, service upgrades, and plan modifications without manual intervention.
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AI-Driven KYC Verification: Intelligent processing of identity documents, biometrics, and proof of address, with embedded compliance checks to ensure regulatory adherence.
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End-to-End SIM Lifecycle Management: Automated SIM swaps, suspensions, replacements, and reactivations, eliminating errors and service disruptions.
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Seamless System Integration: Unified operations by connecting CRM, billing, OSS/BSS, and regulatory systems for consistent and accurate data flow.
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Proactive Monitoring: Autonomous agents detected anomalies such as fraud, duplicate accounts, or incorrect activations in real time, reducing risk and operational overhead.
This intelligent automation framework transformed the operator’s backend into a self-driving, compliant, and efficient ecosystem, enabling faster service delivery, higher customer satisfaction, and reduced operational costs.
The Results
The transformation delivered immediate efficiency and compliance gains:- 80% Faster Provisioning – Real-time service activation improved customer onboarding.
- 95% Accuracy in KYC Verification – AI-driven checks reduced errors and compliance risks.
- 70% Reduction in Manual Workload – Freed employees from repetitive back-office tasks.
- Lower Operational Costs – Leaner processes reduced dependency on large support teams.
- Improved Customer Experience – Faster onboarding and seamless SIM management built loyalty.