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AI call answering for Telecommunications providers

Answer common questions and route complex customer calls

Answer common broadband, mobile and plan questions from approved information and route account-specific issues to the right team.

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Telecommunications technician checking a broadband router

Answers grounded in your business

Published plans, approved setup guides, roaming policies and current service notices. Staff verify identity before checking private account information.

Load the approved sources your team uses. Sofie asks relevant follow-up questions, keeps the conversation focused and passes questions outside that information to the right person. Keep time-sensitive information up to date; a supplied document is not a live system connection.

Hear There247 in action

Broadband outage in a suburb

A real product demonstration for telecommunications providers: the caller’s request, Sofie’s follow-up questions and the agreed next step.

Recording coming soon

For now, explore the written example or request a demonstration with your business details.

Two calls your team could receive

Names, addresses, product details, prices, references and masked callback numbers below are fictional. SMS and email show the same enquiry details. Your rules determine which handoff is used; warm transfers are available on Premium and Business.

Broadband outage in a suburb

“My internet’s down in Glenfield. Is there an outage?”

There247 asks: Is that fibre or wireless broadband? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Service type, suburb and reported issue. Caller name and callback number if follow-up is requested.

Next step: The latest service update lists a fibre outage in Glenfield. It doesn’t give a restoration time yet. Would you like the status page link? Read the provider’s approved status update. If the update doesn’t cover the reported fault or the caller still needs help, route the enquiry to broadband support.

What your team could receive

Example SMS

Alex Example reports fibre down in Glenfield. The approved service update lists a local fibre outage and gives no restoration time. Alex asks for a callback. Callback: 021 XXX 0045. The latest service update lists a fibre outage in Glenfield. It doesn’t give a restoration time yet. Would you like the status page link? Read the provider’s approved status update. If the update doesn’t cover the reported fault or the caller still needs help, route the enquiry to broadband support.

Example email

Subject: Broadband outage in a suburb

Body: Alex Example reports fibre down in Glenfield. The approved service update lists a local fibre outage and gives no restoration time. Alex asks for a callback. Callback: 021 XXX 0045.

Follow-up: The latest service update lists a fibre outage in Glenfield. It doesn’t give a restoration time yet. Would you like the status page link? Read the provider’s approved status update. If the update doesn’t cover the reported fault or the caller still needs help, route the enquiry to broadband support.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Alex Example on the line about a fibre outage in Glenfield. The service update lists an outage with no restoration time, and Alex would like help checking whether it covers their connection. Can I connect you now?”

Unexpected charge on a mobile bill

“My mobile bill is higher this month. Can you tell me why?”

There247 asks: Does the bill show which kind of charge it is? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Caller name, callback number, service type and the charge category the caller reports.

Next step: I can explain how roaming charges work. The billing team can check the charge on your account after they verify your identity. Explain the published roaming policy if relevant. Send the dispute to billing for identity verification and account review.

What your team could receive

Example SMS

Sam Example says their mobile bill is higher this month and reports a roaming charge they don’t recognise. Billing to verify the caller and review the charge. Callback: 021 XXX 0046. I can explain how roaming charges work. The billing team can check the charge on your account after they verify your identity. Explain the published roaming policy if relevant. Send the dispute to billing for identity verification and account review.

Example email

Subject: Unexpected charge on a mobile bill

Body: Sam Example says their mobile bill is higher this month and reports a roaming charge they don’t recognise. Billing to verify the caller and review the charge. Callback: 021 XXX 0046.

Follow-up: I can explain how roaming charges work. The billing team can check the charge on your account after they verify your identity. Explain the published roaming policy if relevant. Send the dispute to billing for identity verification and account review.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Sam Example on the line about an unexpected roaming charge on their mobile bill. They’d like billing to verify their identity and check the charge. Can I connect you now?”

Set up the questions and the next step

Load the right information

Published plans, approved setup guides, roaming policies and current service notices. Staff verify identity before checking private account information.

Agree the routing

Choose who receives broadband outage in a suburb enquiries and who handles unexpected charge on a mobile bill requests. Provide branch contacts, coverage hours and any approved escalation rules.

Test the fallback

Test an answered call, a question missing from the knowledge sources and a transfer nobody accepts. Agree what the caller hears and who follows up.

Common questions

Can There247 confirm bookings, availability or account changes?

The examples on this page capture and route enquiries. Your team confirms bookings, stock, attendance and account changes. Sofie can share approved information, including supplied prices or availability, with any relevant date or limitation.

What if the caller needs a person?

Sofie can introduce the caller to the appropriate team member under your rules. Warm transfers are available on Premium and Business. If nobody answers, use your agreed fallback and notification route.

Can we use it only when the team is busy or closed?

Yes. Agree when calls should reach There247 and configure the routing for your existing number and phone provider. Test the arrangement before relying on it.

Explore the call-handling options

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Try it with the calls your business receives

Tell us about your services, hours, knowledge sources and call-handling rules. We help configure and test your call handling. Your seven-day trial starts once forwarding is connected and the service is activated. Keep your existing business number and agree when There247 should answer.

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Calls may be answered by There247, an AI call answering service, and may be transcribed and summarised so our team can follow up.

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