AI in Real-World Customer Care

Summary

Telcos can’t afford to waste millions refunding $1 data packs through human customer care agents. NXT:FWD’s AI customer care resolves 80–90% of complaints instantly, giving consumers fair and transparent service while helping operators cut churn, grow ARPU, and run leaner care operations. It is consumer-first, brutally efficient, and integrates with existing systems without disruption.

Why Are You Still Paying Humans to Answer “Where’s My Data?”

Let’s talk customer care in telco. Or rather, let’s talk about why it is broken and how AI is fixing it.

Operators have invested millions in infrastructure, billing, and BSS upgrades… and yet, one complaint lands, and suddenly you’ve got a human reading a chatbot transcript to work out whether someone received the data pack they claim they didn’t receive. 

This isn’t just inefficient. It’s ridiculous.

At NXT:FWD, we believe mobile data should be transparent and fair and easy to manage for both consumers and operators alike. And of course being more profitable for operators.  That means rethinking not just how we sell data, but how we support it.

So here’s a bold idea: AI customer care that actually works!

Level 1 Support? Let AI Handle It.

The majority of complaints are frustratingly repetitive:

• “I bought 1GB of data and didn’t get it.”
  
  
• “The connection was bad during my data session.”
  
  
• “I didn’t mean to buy that pack.”
  

These aren’t complex. They’re just frequent. And with NXT:FWD’s AI-powered customer care, they’re no longer your problem.

Our platform uses real-time data, usage logs, and intelligent automation to instantly resolve the most common issues.

How Does AI Resolve Typical Complaints?

Missing data chunk?

Checks purchase record, validates delivery logs, and—if needed—credits the correct chunk. Case closed in seconds.

Poor connectivity during usage window?

Cross-checks MB usage during the session. If it’s below a threshold, a replacement chunk is issued immediately.

Repeated or invalid complaints?

Tracks misuse patterns, flags suspicious behaviour, and applies rules to stop fraud—without punishing genuine users.

Real Automation. Real Outcomes.

Forget “AI” that just throws keywords into a search box and sends a generic FAQ link.

We’re talking about full-stack automation that:

• Understands and classifies customer requests automatically
  
  
• Handles 90%+ of data-related issues at Level 1
  
  
• Escalates only when it matters—pre-filled with context
  
  
• Learns from every case to improve over time
  

This isn’t about replacing customer care. It’s about freeing it up—so operators can focus on monetisation and loyalty, not refunds.

But What If AI Doesn’t Know the Answer?

Then it does what a good junior should: it escalates smartly.

If a case can’t be solved via automation, our AI creates a ticket pre-filled with context—so your agent doesn’t waste time collecting the same details again.

And because we tag intent, urgency, and complaint type, your teams can prioritise efficiently and resolve faster.

Telcos: It’s Time to Rethink Customer Care

Most customer care systems are built for the bygone era.

You can’t sell 15-minute data packs with 3-day response times. You can’t run efficient customer care if the refund process costs more than the pack itself.

Consumers want immediacy, fairness, and clarity. Deliver it, and they’ll spend more. Fail, and they’ll churn.

Why This Matters for Operators

Every operator wants to grow ARPU, reduce churn, and extend lifetime value. But the hidden cost of inefficient care is a massive barrier.

And here’s the kicker: you don’t need to redo your infrastructure. NXT:FWD runs as a cloud-native overlay, integrating with your app, care channels, and APIs.

Why This Is Bigger Than Support?

Customer care isn’t just a cost centre. It’s a brand touchpoint.

With NXT:FWD’s AI-powered support:

• Complaints get resolved before they hurt loyalty
  
  
• Transparency and fairness are visible in every interaction
  
  
• Operators cut costs while boosting margins and ARPU
  

This is real-world digital transformation that actually works.

The Future of Support Is Invisible—And Engaging

The best support isn’t fast. It’s invisible. Customers don’t even think about it.

But the future goes further: turning care into omni-channel engagement. Imagine a customer fixing an issue instantly in-app, receiving a goodwill data pack, and discovering a personalised offer in the same flow. That’s care and monetisation, seamlessly aligned.

That’s the Digital Service Provider -era future of customer experience.

FAQ: AI in Telco Customer Care

Q: How does AI customer care boost ARPU and reduce churn?

By resolving issues instantly, customers stay loyal and engaged, making them more receptive to upsells and cross-sells in the operator app.

Q: Can this work inside an operator-branded app?

Yes. NXT:FWD integrates into omni-channel apps so customer care and marketing live side by side.

Q: Will AI replace human agents?

No. It handles repetitive Level 1 issues and escalates complex cases with full context for humans.

Q: How does this integrate with existing telco infrastructure?

NXT:FWD is cloud-native SaaS that overlays existing systems via APIs. No rip-and-replace required. We integrate with your billing systems, CRM, and mobile apps without touching legacy infrastructure.

Q: How quickly can AI resolve a complaint?

Most are solved in seconds, clear cases even before a ticket is raised.

Q: How does the AI handle fraud protection?

Our system uses pattern recognition to identify suspicious complaint behaviour whilst protecting genuine customers. It automatically flags unusual usage patterns and repeat complaints, applying fraud rules without manual intervention.

About NXT:FWD

NXT:FWD is the cloud-native SaaS platform redefining mobile data monetisation. We empower telco to make data plans valuable for consumers, companies, advertisers and connected devices. They can simply sell, market, and target engaging connections to end users. So that they monetise mobile data to the maximum, and maximise return from existing network investments. Sell simple mobile data. Just in time. Just for the need.

About Author

Ismo Antikainen is Chief Telco Officer of NXT:FWD responsible for operator integrations and care. 

He has extensive international experience from building and running telecom operations both from vendor and operator perspectives.  His expertise spans solution architecture, delivery management, and technical consulting, with a strong focus on delivering innovative solutions that drive business growth.