Internet Service Providers
Log the complaint, take the payment, sell the upgrade.
The problem
Every outage means a flood of identical calls, and the support line collapses exactly when customers need it most.
Everything about ISP support is a capacity problem, and capacity is where a voice platform either earns its keep or embarrasses you.
Calls queue instead of failing. When every line into a trunk is busy, Kwinova plays a queue prompt and retries on every timer tick until a line frees or your configured timeout elapses. Callers hear something. They do not hear a fast busy tone, which is what makes an outage feel like an abandonment.
Priority where it matters. Trunk lines carry priority, so the numbers you cannot afford to lose — fault reporting, enterprise subscribers — are served before bulk campaign traffic shares the pipe.
The agent actually checks. It looks up the subscriber and the link state in your OSS during the call. “Your area has a fibre cut, restoration is expected by 6pm, your ticket is 48213” is a genuinely useful answer, and it is one no human needed to give.
Billing without the queue. Balance, due date and a payment link, handled entirely in the flow. The calls that reach an agent are the ones with a dispute.
Reporting you can act on. Complaint categories, containment rate and per-turn latency across the whole volume, so you can see whether the automation is absorbing the load or just delaying it.
Illustrative targets. Replace with your own measurements.
Where it is used
Complaint logging
The agent identifies the subscriber from the calling number or account ID, checks link status against your OSS, raises the ticket and reads back the reference number.
Known-outage announcement
When an area fault is open, callers from that area hear the current status and expected restoration instead of joining a queue.
Bill payment alerts
Due-date reminder calls with a payment link, and a self-service option to check balance and due date without an agent.
Plan promotions
Targeted upgrade calls to subscribers on older plans, with the new speed and price read from your live catalogue.
Installation follow-up
A confirmation call before the technician visit and a satisfaction call after it.
Questions we get asked about this
Which languages do the AI agents speak?
English plus ten Indian languages, with the language detected automatically during the call so the caller never has to choose from a menu.
What happens when the AI cannot answer?
It hands over. You define the triggers — a phrase, a repeated failure, an explicit request for a person — and the call transfers to a human with the transcript attached.
Will callers know they are talking to an AI?
Yes, if you want them to, and in several jurisdictions you must. We put the disclosure in the opening line of the flow; the wording is yours.
How long does it take to go live?
A working flow on a test number usually takes a day or two. A production launch with your integrations and a tuned script is typically two to six weeks, depending on how many systems the agent has to reach.
Where does our data live?
Each company gets its own isolated database schema. Documents are embedded on our own infrastructure rather than sent to a third-party embedding API, and deleting a company deletes its data.
Can the agent update our CRM during the call?
Yes. The agent calls your API as a tool mid-conversation and reads the real result back to the caller, so the change lands before the call ends.
Hear your own IVR in under a day
Send us a call flow or a folder of documents. We will stand up a working AI voice agent on a test number and let you call it.