Explore how the latest AI protocols, Model Context Protocol (MCP) and Agent-to-Agent (A2A), can power smarter, faster, and more autonomous customer bill experiences.
Our results show that these protocols can reduce token usage by up to 60%, cut latency by over 35%, and reduce AI operational costs by up to 86%, transforming how telcos and enterprises can automate bill inquiry resolution.
Managing business telecom expenses and making sense of complex bills can be a frustrating and time-consuming process for customers. Unclear charges, unexpected fees, cryptic proration rules and cumbersome dispute resolution often turn billing into a major pain point. With 40% of all contact center calls being billing-related—and “confusing bills” ranking among the top reasons for customer churn—a poor bill experience isn’t just an inconvenience; it’s a major revenue risk for service providers.
What do customers do when they don’t understand their bill or when they are billed far more
than they’d expected? They’re going to call their operator and ask for help.
Billing issues are one of the biggest causes of customer inquiries and dealing with these
inquiries takes a lot of resources and costs a lot of money. In fact, as Telecom Argentina’s Mariela
Fiorenzo explains, making just one customer support call can render a customer unprofitable for the month (and maybe even the next one!).
We’ve all found ourselves trapped in IVR hell occasionally – when the options don’t correspond to our needs. More recently, many of us have gone through the frustration of trying different phrase combinations to get an answer out of a rules-based chatbot. But Generative AI is set to revolutionize these pain points to help deliver a far more sophisticated, personalized level of customer support along with faster resolution of inquiries and complaints.
As service providers rapidly adopt AI to transform their operations and customer interactions, Calvi looks at the benefits they can derive from applying the technology to their bills and billing data. In the billing domain, generative AI offers a range of efficiency and customer experience enhancements. Let’s look at four of these.
Service providers are investing heavily in AI, but the success of these investments relies on having access to the right data. In telecoms, billing is one of the most important customer data sources. Find out why mastering billing data is a critical step in optimizing the success of AI, as well as the three main ways AI + billing data can be utilized.
Billing and invoice processing are burdensome and complex tasks for both the service provider and the customer. But AI promises to change all that – streamlining processes, lowering operational costs, and creating new value from data-driven insights. Here’s how.
Service providers have to adjust their approach to billing and dunning in response to the current polycrisis. Philipp Reischauer looks at why this is, in turn, driving increased digitalization of the bill.
Laura Broers looks at the difference between smarter dunning and softer dunning and explains how CSPs utilize both techniques to manage financially-distressed customers.
Millions of consumers and small businesses are struggling with soaring costs. CSPs are challenged with supporting their customer base and dealing with rising costs and, at the same time. As Laura Broers explains, the bill has a vital role to play in this delicate balancing act.
In a co-creation world, customer centricity is key to designing products and services that precisely meet customer needs. But what if all this positive energy results in an incomprehensible and frustrating bill experience?
As CSPs become increasingly interested in the opportunities presented by the Co-Creation Economy, Rob Vos looks at how their ambitions will affect their bills.
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