Agentic Solutions for Communications, Media & Technology
Faster resolutions, fewer escalations, happier subscribers
Your support teams handle complaints, billing disputes, and service orders across disconnected systems all day. Matterway's Agentic Assistant guides agents through each workflow, cutting handling times and process errors.
Talk to a telecom operations expert
Up to 40%*
Reduction in admin work on repetitive tasks
3 - 5x*
Productivity improvement across assisted workflows
8x*
Faster processing in back-office operations
*Average metric improvement across a portfolio of Communications, Media & Technology use cases
See how it works in
real telecom & technology support workflows
Results
Handling Time Reduction
87 → 29 Minutes
Required User Actions
869 → 147 Actions
Annual FTE Savings
1.8 FTE
See full walkthrough
The problem
Telecom support agents handle complex subscriber issues that span CRM, billing portals, incident management systems, and email. Identifying root causes for service outages or billing errors requires tedious cross-referencing across disconnected platforms. Each complex ticket takes roughly 25 minutes and 145 actions, with inconsistent resolution quality across the team.
With the Assistant
Triggers when the agent opens a high-priority subscriber ticket. Automatically extracts account and service data from all connected systems. Cross-references billing records and incident logs to pinpoint root cause. Proposes resolution steps including credits and service adjustments based on company policy. Drafts a personalized response for agent review. Automates system updates to close the case across all platforms.
Beyond the metrics
We’re talking about outcomes that aren’t just numbers.
Faster first-contact resolution
Agents follow a guided flow through multiple systems instead of switching between tabs manually. Issues are resolved in fewer steps, with fewer transfers.
Consistent process compliance across agents
Every interaction follows the same playbook, regardless of case type. New hires reach full productivity faster because the Assistant enforces the correct sequence.
Lower churn from unresolved service issues
The right follow-up actions happen in the right order at the right time. Customers who might churn due to slow or inconsistent support get the resolution they need before they leave.
Agentic Assistance solution areas
Matterway helps telecom operations teams handle customer service,
order fulfillment, and account management workflows with guided, compliant processes.
order fulfillment, and account management workflows with guided, compliant processes.
Customer Service & Complaints
Orders & Provisioning
Account Management & Retention
Customer Service & Complaints
Resolve billing disputes, service issues, and complex complaints faster. The Assistant guides agents through each step so every case follows the right process and reaches the right outcome.
Use cases:
Complex Complaint Resolution
Billing Dispute Resolution
Service Restoration
Orders & Provisioning
Process new customer setups, bundled service orders, plan migrations, and order exceptions without switching between systems. HITL automation keeps fulfillment on track from first click to activation.
Use cases:
Customer Onboarding
Bundled Service Provisioning
Order Management Exceptions
Service Migration Requests
Account Management & Retention
Handle account suspensions, compliance reviews, and retention workflows with full process visibility. Associates stay in control while the Assistant enforces policy and flags next steps.
Use cases:
Account Suspensions
Assisted Retention Offers
Access Compliance Review
Join the world’s leading Ops teams optimizing further
Get a powerful assistant that allows you to boost productivity and unlock hidden efficiencies that would otherwise remain untapped.
Talk to a telecom operations expert
Matterway is an enterprise-grade, AI-native intelligent assistance platform that simplifies complex employee workflows for large organizations and BPOs. Combining AI agents, automation, UX, and human-in-the-loop capabilities, it helps amplify human potential at scale. Acquired by Cognizant (Nasdaq: CTSH) in October 2025.
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