TCS CX Transformer for Telcos
Powered by generative AI
Industry
Communications, Media and Information Services
Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
Highlights
- The TCS CX Transformer service allows telcos to create a seamless customer experience across all touchpoints of the customer journey. This AI-first, pre‑built, modular, and industry‑specific service accelerates deployment of customer applications for telecom operators, reducing time to value.
- Agentic AI‑powered TCS Autonomous Billing Resolution, part of TCS CX Transformer for Telcos, autonomously manages up to 40% of billing‑related contact‑centre complaints, reducing manual intervention and speeding up case resolution.
- Specialised multi‑AI agents collaborate to analyse, explain, and resolve billing issues in real time, integrating seamlessly with core telecom systems for end‑to‑end service delivery.
- It improves customer satisfaction score (CSAT) and customer retention; delivers up to 25% faster resolution times; enables up to 50% call containment, and drives significant cost savings, strengthening customer loyalty.
Challenge
Providing seamless customer experience across every touchpoint is the key to sustainable growth for operators.
Due to changing customer expectations and stiff competition, operators find it challenging to make their services and offerings stand out. Seamless customer experience therefore becomes the key to greater visibility in a saturated market.
A case in point is customer service operations, where billing‑related issues account for nearly 35-40% of customer care interactions, often requiring time‑consuming manual investigations across multiple systems. These challenges result in longer wait times, repeated customer contacts, operational inefficiencies, and rising costs, directly impacting customer satisfaction and retention.
Solution
TCS CX Transformer for Telcos is a holistic framework that enables seamless adaptation to existing customer ecosystems.
TCS’ end-to-end service covers four major phases of a customer’s journey (see Figure 1):
- Campaign: Powered by AI agents to derive meaningful insights from social media channels, the service helps create personalised marketing campaigns for target segments, enabling upsell and cross-sell opportunities.
- Acquire: Using AI-powered digital assistants for contextual, personalised recommendations through guided selling leads to better conversions, this service ensures swift customer onboarding and rapid order fulfillment.
- Engage: This service aims to address the challenges in customer experience management through contextual and intelligent self-service conversations using digital assistants. By providing holistic insights from customer data and knowledge repositories to the service agents, it facilitates swift resolutions.
- Retain: The service enables operators to provide continuous customer engagement with targeted loyalty campaigns, discounts and offers based on churn score, boosting customer retention.
Figure 1: TCS CX Transformer for Telcos covers four major phases of a customer’s journey
TCS Autonomous Billing Resolution, a component under TCS CX Transformer for Telcos, uses advanced AI‑driven orchestration to autonomously manage and resolve a significant share of billing‑related customer complaints, delivering a seamless and intelligent customer experience.
Through a conversational interface, AI-enabled capabilities are orchestrated across across the billing resolution lifecycle, including issue identification, root‑cause analysis, explanation, remediation, ticket management, scheduling, and controlled hand‑offs, each addressing a specific stage of the resolution process. These agents collaborate with each other and integrate seamlessly with core telecom systems such as billing, payments, CRM, and knowledge platforms, enabling real‑time, policy‑compliant responses and a unified, end‑to‑end service experience.
Benefits
TCS’ CX Transformer for Telcos streamlines and automates repetitive and time-consuming tasks, improving employee productivity, and reducing overall cost of operations.
TCS CX Transformer for Telcos drives value delivery by:
- Increasing effectiveness through personalised campaigns and driving higher returns on marketing investments.
- Increasing up-sell and cross-sell opportunities and reducing customer onboarding time.
- Reduces average handle time by 15–25% and increases first-time resolution rates.
- Contains up to 50% of billing-related calls, minimising escalations to live agents.
- Enabling personalised, contextual customer service and proactive engagement, increasing the customer lifetime value and CSAT scores.
- Cuts operational expenses by 10–15% through automation of repetitive tasks.
- AI agents evolve through feedback loops, increasing accuracy and efficiency over time.
This helps operators reduce customer churn and increase lifetime value by reimagining the experience at every stage of the customer’s journey.
The TCS advantage
Backed by proven track record, deep domain expertise, and extensive technology know-how, TCS brings excellence and certainty to all its engagements.
TCS brings decades of telecommunications experience, deep domain expertise, and a proven track record of working with more than 90 global telecom operators.
Our strong contextual understanding of the telecom industry—spanning billing systems, high‑volume contact‑centre operations, and evolving customer behaviour—positions us to deploy advanced AI‑driven solutions with confidence. By combining design‑led service transformation with robust, scalable AI frameworks, we ensure solutions that are operationally accurate, secure, and enterprise‑ready.
With TCS, telecom operators gain a trusted partner capable of delivering innovation with certainty, enabling measurable value across the entire customer lifecycle.