01 / Customer Care Automation / AI Care Suite

Autonomous customer care. Deterministic by design.

AI Care Suite handles customer-impacting issues end to end, from proactive detection to autonomous resolution to frontline agent support. Three modules, one agentic layer, deployable together or independently.

AI Care platform dashboard
First Call Resolution Rate
94%
↑ +22pp vs. industry baseline
Calls resolved on first contact
Overview

A modular AI suite for proactive, autonomous, and frontline care

AI Care Suite handles customer-impacting issues end to end, from proactive detection to autonomous resolution to frontline agent support. Three modules, one agentic layer, deployable together or independently.

The agentic layer investigates issues across systems, correlates data from networks, devices, and customer records, and resolves complex cases automatically. It learns from your operations teams as your processes evolve.

Live Resolution Pipeline Live
Signal degradation — Site 4821-TX
Auto-resolved
Slow data speeds — Zone B customers
Proactive alert sent
VoIP quality — Enterprise account
Agent briefed
Device activation — New subscriber
Auto-resolved
0%
Ticket avoidance
0%
Reduction in issue
resolution time
0%
Reduction in L2
support tickets
0%
Consistency across all
customer interactions
Product Modules

Three modules,
one suite

Each module covers a distinct stage of customer care: autonomous root-cause resolution, proactive issue detection, and instant frontline support

AI Care
Autonomous

Reduce engineering manual work with agentic root-cause analysis and resolution for incoming customer complaints. Transforms reactive care into rapid, automated resolution.

Detect
Diagnose
Resolve
Zero human touchpoints · Avg resolution: 4 min
From ticket to autonomous resolution
When a customer complaint is logged, AI Care Autonomous investigates using real-time KPIs and incident context. Agentic reasoning identifies likely causes and produces clear next actions for care and engineering. Every step follows a deterministic, governed path, so you scale autonomy without losing control.
Tickets Avoided (today) 0
Avg Resolution Time ↓ 0%
Customer Satisfaction ↑ 0%
Measurable impact from day one
Track ticket avoidance, resolution speed, and customer satisfaction in real time. Every automation learns from the last, improving accuracy with every resolution.

AI Care
Proactive

Detect and resolve issues before customers experience them. Closes the loop between prediction and preventive action.

Risk Detection Pipeline Active
0 customers · Degraded signal · Zone NE-7
Outreach sent
0 customers · Slow data · Congested cell
Monitoring
0 customers · Resolved before escalation
Closed
Resolve issues before customers notice
AI monitors customer lifecycle signals, predicts service risk, and automatically diagnoses and resolves issues end-to-end. When customers need to be kept in the loop, automated outreach via SMS, app, or email handles it. Fewer complaints, fewer escalations, lower churn.
L2 Support Volume
Before
After
0%
Reduction in
L2 tickets
Cut L2 support volume in half
Proactive interventions and automated self-service paths resolve the majority of issues without reaching a human agent, dramatically reducing L2 support costs.

AI Care
NOW

Instant expert-level support for frontline operations. Transforms every customer's interaction into a high-quality, expert-led experience.

AI Context Card
Issue: VoIP packet loss
RCA: Upstream jitter
Customer: Enterprise, 3yr
Severity: High
Expert-level support, in under 25 seconds
Powered by natural language outputs and agentic reasoning, AI Care NOW delivers root cause, customer context, and recommended next steps directly to the agent, in simplified language, during the conversation. Agents resolve more issues on first contact, escalate less, and spend less time per case.
First Contact Resolution
+0%
Avg Handle Time
↓ 0%
Consistent Experience
0%
Consistency at every touchpoint
Every agent follows the same AI-guided resolution path, from day-one hire to senior tier-2. The result is predictable quality regardless of who handles the case.
Key Capabilities

Intelligent automation across every dimension of customer care

Four foundational capabilities that power AI Care Suite

Agentic AI that elevates customer & network care
The agent supports operations teams in investigating issues, correlating data across systems, and applying evolving logic to resolve customer-impacting problems, continuously learning from your operations teams.
Cross-System Data Correlation
AI Care Suite addresses the data silos challenge by simultaneously pulling data from network KPIs, alarms, CDRs, provisioning systems, ticketing tools, and more, producing a unified, real-time analysis for every case.
Autonomous Troubleshooting & Verification
Coverage checks, provisioning validation, roaming status, service integrity, and configuration assessments are performed automatically, without human intervention, accelerating root cause research.
Automated Report Generation
Instantly produces detailed, chart-rich PDF reports that support executive dashboards, validation workflows, and technical reviews.
Use Cases

What AI Care Suite
addresses

AI Care Suite covers the full breadth of telecom customer care scenarios with purpose-built resolution models for each category

Maintenance activities
Detecting customer's degraded experience due to site maintenance activities.
Mobility
Identifying and resolving mobility-related issues that impact customer connectivity during handover and roaming scenarios.
Performance
Diagnosing and resolving network performance degradation affecting customer experience quality.
Coverage
Detecting and addressing coverage gaps and signal degradation across the network.
Indoor device issue
Resolving connectivity and performance problems specific to indoor environments and devices.
Provisioning conflict
Identifying and resolving service provisioning conflicts that impact customer service availability.
Accounts-related issues
Managing and resolving account configuration and billing-related customer issues.
Missing service
Detecting and restoring missing or interrupted services for affected customers.
End-user device issues
Diagnosing and resolving issues originating from end-user devices and configurations.
Features

Built-in intelligence at every step

Root Cause Finder
Enable faster, more accurate troubleshooting with instant root-cause analysis across customer identity, location, and issue type.
Ticket Analysis
Enhances complaints with predicted causes and recommended corrective actions.
Auto-close
Supports validation, verification, and closure of issues through a closed-loop workflow.
Natural Language Guidance
Ensure consistent, expert-level support by delivering clear explanations for frontline agents and detailed technical insights for engineering teams.
FAQ

AI Care Suite FAQ

AI Care Suite uses an AI layer to autonomously identify, diagnose, and resolve customer‑impacting issues across the entire customer care lifecycle. The suite includes three modules—Autonomous, Proactive, and NOW—which operators can deploy together or individually depending on their operational priorities:

AI Care Autonomous investigates customer complaints, correlates subscriber and network data, determines likely root causes, and provides actionable recommendations for agents and engineers.

AI Care NOW delivers near‑instant (<25 seconds) expert‑level guidance to frontline staff, helping them resolve issues during the first interaction.

AI Care Proactive continuously monitors user experience, detects early signs of degradation, creates virtual tickets, and either resolves issues automatically or forwards them with suggested actions when manual intervention is required.

This agentic intelligence turns complex, multi-system workflows into consistent, minutes-long resolutions, reducing manual work across L1 and L2 teams.

Tupl solutions are delivered in cloud service (e.g. AWS, GCP, Azure, etc.) and can also be deployed on-premises, in your private cloud or data center. Deployment is flexible to match your operational, regulatory, and security requirements.

The solution is designed for maximum flexibility.

As long as the relevant data sources are integrated, AI Care Suite can detect, analyze, and explain any customer or network-related root cause that matters to your operations. Its agentic layer also allows the system to investigate cases not covered by predefined logic, adapting to new complaint patterns or emerging network issues.

No coding skills or database modelling are required. This solution relies upon TuplOS, which is a platform designed to synthesize and digitize the complex knowledge base from your engineers and free them to focus on putting their expertise to work. Tupl can guide you through the process via a coaching and training program from our services team.
Tupl solutions are conceived to work in conjunction with other systems within your company, such as Ticketing, SON, CM, or Work Order management systems. AI Care Suite behaves like an engineer would: connecting to the tools already in your workflows so insights and actions can be pushed seamlessly into your processes.
Case Studies

Proven results with leading operators

Smart Automation for complaint resolution
Case Study 01
Smart Automation for effortless complaint resolution at scale
A Tier-1 wireless network operator in North America aiming to enhance customer experience, reduce operational overhead, and streamline technical support by automating the resolution of network-related complaints.
Read more →
Empowering First-Line Support
Case Study 02
Empowering First-Line Support to Elevate Customer Experience
A Tier-1 wireless network operator in North America aiming to transform frontline customer care by equipping agents with intelligent tools to resolve service issues during the first interaction.
Read more →
Proactive Management of Technical Issues
Case Study 03
Proactive Management of Technical Issues in Mobile Network
A Tier-1 wireless network operator in North America seeking to elevate customer care by proactively resolving technical issues. The goal was improving customer satisfaction, reducing escalations, and streamline operations through AI-driven automation.
Read more →
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