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Streamlining Billing Dispute Resolution with Amantra Agentic AI

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Our client, a leading telecom service provider with millions of subscribers across diverse plans and services, faced growing complexity in its billing processes one of the most frequent customer touchpoints.

Frequent billing disputes and customer complaints had become a serious concern, with issues ranging from incorrect charges to unclear statements. The manual resolution process took days or even weeks, leading to delayed refunds, customer frustration, and erosion of brand trust.

The Challenge

The client’s existing dispute resolution process was heavily manual and inefficient, creating significant operational bottlenecks.

  • High Dispute Volumes: Thousands of monthly billing complaints overwhelmed customer support teams.

  • Slow Resolution Times: Manual verification, reconciliation, and approval workflows delayed outcomes.

  • Inconsistent Communication: Customers received fragmented updates across channels, leading to confusion and frustration.

  • Customer Dissatisfaction: Unresolved billing issues became a major contributor to customer churn and negative brand perception.

The client urgently needed a solution that could accelerate dispute handling, improve accuracy, and restore customer confidence through automation and intelligence.

The Solution: Amantra Agentic AI

To modernize its dispute handling process, the telecom provider deployed Amantra Agentic AI-powered Resolution Agents — designed to intelligently manage billing disputes end-to-end with minimal human intervention.

Key Capabilities:

  • Automated Case Intake: AI agents instantly captured dispute details from multiple channels including chat, email, and IVR ensuring no case was missed.

  • Smart Validation: Validated billing records, payment histories, and usage data in real time to detect anomalies and verify claims.

  • Transparent Updates: Kept customers informed with real-time status tracking, notifications, and consistent communication across all touchpoints.

  • Seamless Escalation: Automatically routed complex or high-priority cases to human agents with complete context and supporting documentation.

  • Continuous Insights: Delivered analytics and trend reports to identify recurring dispute patterns, enabling proactive prevention and process optimization.

 

The Results

The implementation of Amantra Agentic AI delivered rapid and measurable transformation across the telecom provider’s dispute resolution process.

  • 65% Faster Dispute Resolution: Automated validation and workflow orchestration drastically reduced turnaround times.

  • 50% Fewer Repeat Complaints: Higher accuracy and consistency in handling built stronger customer confidence.

  • Enhanced Customer Experience: Real-time status visibility and transparent communication restored trust.

  • 30% Lower Operational Costs: Intelligent automation minimized manual effort across support teams.

  • Improved Retention Rates: Faster, fairer dispute resolution strengthened customer loyalty and reduced churn.

 

Why This Matters

Billing disputes are one of the most sensitive customer issues; a slow or unfair resolution can quickly lead to churn. By deploying Amantra Agentic AI, the client transformed its billing dispute process into a fast, transparent, and customer-first experience that built long-term loyalty. Turn disputes into trust. With Amantra Agentic AI, resolve billing complaints faster, smarter, and at scale.