Telecom — Customer Request Management Agent Orchestration

Overview

The purpose of this DAG is to streamline the orchestration of agents handling customer requests in the telecom industry. It collects data from diverse channels such as chat and email, directing these requests to the appropriate agents for resolution. The ingestion pipeline begins with data collection, where customer inquiries are captured in real-time from multiple touchpoints. Following ingestion, the requests are processed by designated agents who utilize predefined workflows to address custom

The purpose of this DAG is to streamline the orchestration of agents handling customer requests in the telecom industry. It collects data from diverse channels such as chat and email, directing these requests to the appropriate agents for resolution. The ingestion pipeline begins with data collection, where customer inquiries are captured in real-time from multiple touchpoints. Following ingestion, the requests are processed by designated agents who utilize predefined workflows to address customer needs effectively. Quality control mechanisms are integrated to ensure compliance with industry standards and maintain traceability of all interactions. This includes monitoring agent performance through key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. Outputs from this DAG include detailed reports on agent performance and customer feedback, which are essential for continuous improvement. Monitoring tools provide insights into these metrics, enabling managers to identify trends and areas for enhancement. The business value of this DAG lies in its ability to improve operational efficiency, enhance customer experience, and ultimately drive customer loyalty in a competitive telecom landscape.

Part of the Recommendations solution for the Telecom industry.

Use cases

• Increased efficiency in handling customer requests
• Improved customer satisfaction and loyalty
• Enhanced visibility into agent performance metrics
• Reduced response and resolution times
• Scalable solution for growing customer demands