AI Customer Support, powered by Telecom-ready APIs
THE INTELLIGENCE AND CONTROL LAYER BETWEEN YOUR NETWORK AND AI – ENABLING ACCURATE, SAFE, AND SCALABLE CUSTOMER SUPPORT
Subtonomy delivers real-time network, device, and subscriber intelligence through APIs built specifically for technical customer support. This ensures AI agents, digital self-service, and frontline teams always act on validated data – not assumptions.
Why AI Customer Support still fails in Telecom
Most AI customer support solutions lack context.
When a customer asks, “Why isn’t my call working?”, traditional chatbots respond with generic guides, because they don’t know:
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the current network state
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the customer’s device configuration
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whether there is an active outage, degradation, or provisioning issue
This results in frustrated customers, unneccessary escalations and rising operational costs.
This is the core data gap in telecom AI.
Most AI vendors connect to CRM systems, but remain blind to the network. Without real-time insight into the network, device, and subscription data, AI can only guess. When facts are missing, generic LLMs hallucinate, and customer effort stays high.
Effective telecom support requires more than conversation. It requires data quality and real-time intelligence.
THE SOLUTION-THE INTELLIGENCE LAYER YOUR AI CAN ACTUALLY TRUST
Telecom-ready APIs for AI Customer Support
Subtonomy delivers telecom-ready APIs that connect live network, device, and subscriber intelligence directly into your AI-powered support ecosystem. This enables grounding every interaction in real-time telecom context, not assumptions. Instead of brittle integrations or incomplete data, operators use Subtonomy as the standardized intelligence API layer between the network and AI, purpose-built for technical customer support.
This enables:
Accurate answers,
first time
Real-time service status replaces hallucinations and generic responses, increasing first-contact resolution and customer trust.
Clear diagnosis,
less friction
Pre-analyzed KPI correlation gives AI immediate root-cause insight, reducing customer effort and repeat contacts.
Instant resolution,
no handoffs
AI moves from explanation to action by checking coverage, provisioning, or roaming and more, in real-time.
Lower customer effort
by design
Predict issues early, prioritize by customer impact, and resolve problems automatically with silent fixes, often before customers need to ask.
From Reactive to Proactive Support
Prevent contacts before they happen
Modern telecom support is no longer about answering faster — it’s about preventing the need to contact support at all. With Subtonomy, operators can:
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detect service degradations before customers notice
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understand customer impact in real time
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trigger proactive notifications or automated fixes
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silently resolve issues without human involvement
The result is lower customer effort, fewer repeat
contacts, and higher trust.
Ways to operationalize network intelligence
SUBTONOMY STRENGTHENS YOUR ENTIRE SUPPORT ECOSYSTEM
AGENTIC AI & LLMs
AI THAT UNDERSTANDS THE NETWORK
Give your AI customer support true technical context. By feeding LLMs trusted, real-time network, device, and customer intelligence, AI can perform multi-step reasoning, explaining complex technical issues clearly, and resolve problems accurately without hallucinations.
DIGITAL SELF-SERVICE
(APP, WEB, IVR)
SELF-SERVICE THAT ACTUALLY RESOLVES ISSUES
Upgrade your digital channels with real-time telecom intelligence instead of static scripts. Inform customers proactively about outages or service degradations, trigger provisioning or configuration fixes automatically, and guide personalized troubleshooting based on live service status. Whether it is an IVR that detects an outage and offers a text update, a mobile app with a real-time “Check my connection” diagnostic, or web self-care that adapts to the customer’s exact situation, every interaction moves closer to resolution.
CSR COPILOT
FASTER RESOLUTIONS, LOWER AVERAGE HANDLING TIME
An internal AI copilot gives agents a natural language interface to access real-time customer status and active service degradations. It supports faster triage and root-cause analysis, helping resolve issues during the first contact.
The copilot complements the agent, enabling confident decisions in complex technical cases while reducing escalations from first to second line.
AGENT DESKTOP
EQUIP 2ND LINE AND EXPERTS WITH DEEP DIAGNOSTICS
Agents receive real-time network service intelligence at the subscriber level, directly inside their existing agent desktop through Subtonomy APIs.
Complex, multi-source telecom data is pre-analyzed and translated into a clear customer service status, automatically populated in the interface. Agents instantly see network condition, device state, correlated root cause, and recommended next best actions, eliminating guesswork and reducing manual investigation time.
Behind the Chat:
Watch the step-by-step guide to our LLM AI solution
FROM COST CENTER TO EXPERIENCE DIFFERENTIATOR
Measurable results for Telecom Operators
Higher First Contact Resolution (FCR)
More issues resolved at the first interaction, by AI or humans.
Lower Customer Effort Score (CES)
Faster, clearer resolutions with fewer repeat contacts.
Reduced AHT and operational costs
Automated diagnostics and pre-processed insigts accelerate resolutions.
Scalable support for 5G and IoT
Handle growing complexity without linear growth in headcount.
MIKAELA KOSKIJEV Business Developer
Telenor Sweden
"This data-driven approach where we are able to look at how network data actually affects customers and respond instantly to this when engaging with the customers is, I think, the way to work."
75%
tech support
cases automated
24/7
resolving tech issues around-the-clock
BJØRN TORE GULLORD Head of Service Assurance
Telia Norway
"We have managed to reduce both the number of complaint calls and the time we need to spend on each call. With Subtonomy, we’re working more efficiently while getting happier customers."
60%
cut in
escalations
47%
reduced average case handling time
TESTIMONIALS
Frequently asked questions
No. While Subtonomy powers conversational interfaces, it is an Expert Insight Engine. Unlike generic chatbots that provide surface-level answers, Subtonomy acts as the intelligence layer between your network and every support channel. We provide the deterministic logic and technical diagnostics, handling billions of data transactions on a daily basis, to ensure customers receive actual resolutions rather than just "human-like" conversation.
Subtonomy telecom-ready data for AI solutions is available to telecom clients using the SubSearch customer tech support application and self-service APIs.
The Subtonomy data platform leverages Machine Learning to analyze all telecom data, including OSS, BSS, passive probes, customer data, and more. GenAI powers human-like chatbot conversations. Read more in this article.
Subtonomy is data-source agnostic and designed to be the "technical brain" within your current ecosystem. Our APIs can be integrated into any existing AI infrastructure, providing your current CSR "Copilots" or customer-facing bots with real-time, pre-processed KPIs and correlations. We bridge the gap between your frontend engagement tools and your complex backend OSS/BSS data.
Yes, all customer data is safe and secure. Subtonomy is ISO 27001:2022 certified, the highest global standard for information security (ISMS), and we fully comply with GDPR regulations. All data transferred to the LLM AI model is completely anonymized. Additionally, our APIs can be integrated into the on-premise AI infrastructure for enhanced control.
SUBTONOMY BLOG
Ready to Transform? Let's connect
Book a personalized demo to see how Subtonomy can elevate and streamline your customer care operations.
What can you expect?
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A customized demo aligned with your objectives
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Targeted discussions on how to rethink and elevate your customer support with Subtonomy
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Expert guidance on enhancing User & Agent Experience and a seamless service delivery