NUREXAI

AI Support for Telecommunications

Generic chatbots fail in telecom because they can't handle DOCSIS troubleshooting, billing disputes, or tier 2/3 escalations. We build custom AI that speaks your industry's language.

Discuss Your Telecom Challenges

Why Platform AI Fails for Telecom

Technical Complexity

  • ×Generic AI can't differentiate between OSI layers, DOCSIS channels, or QoS policies
  • ×Troubleshooting requires protocol-level knowledge (DHCP, DNS, CGNAT, IPv6)
  • ×Platform chatbots default to "restart your modem" for every issue

Billing & Systems Integration

  • ×Customers call about billing errors, usage overages, and plan changes
  • ×Generic AI can't query your BSS/OSS systems in real-time
  • ×Disconnected chatbots create frustration instead of resolution

Tier 2/3 Escalation Logic

  • ×Not every issue can be resolved by tier 1—escalation requires judgment
  • ×Platform AI lacks domain logic to route complex technical issues
  • ×Poor escalation creates repeat calls and frustrated engineers

How We Build Telecom-Specific AI

Protocol & Technology Expertise

We architect knowledge structures around your technology stack—DOCSIS, fiber, VoIP, QoS, CGNAT, DNS, DHCP. Our AI understands the difference between downstream power issues and upstream SNR problems.

  • →Custom troubleshooting trees for cable, fiber, DSL
  • →Network topology awareness (CMTS, OLT, edge routers)
  • →Protocol-specific diagnostics (ping, traceroute, signal levels)
  • →Automated interpretation of modem logs and error codes

Deep Systems Integration

We integrate directly with your BSS/OSS, CRM, network management systems, and ticketing platforms. Real-time data access means accurate answers—not generic scripts.

  • →Billing system queries (invoices, payments, plan details)
  • →Network monitoring integration (outages, maintenance, performance)
  • →Ticketing system automation (create, update, route, close)
  • →Customer account lookups with service history context

Intelligent Escalation Logic

Not all issues can be resolved by AI. We build custom escalation workflows that know when to route to tier 2/3 engineers—saving time for both customers and your team.

  • →Decision trees based on issue complexity and severity
  • →Automatic context gathering before escalation (logs, diagnostics)
  • →Priority routing based on customer tier and SLA requirements
  • →Seamless handoff with full conversation history
CASE STUDY

Leading Regional ISP: Technical Support Assistant

The Challenge

A regional ISP serving 150,000+ subscribers across cable and fiber networks struggled with:

  • •40% of tier 1 calls were basic troubleshooting (modem resets, WiFi configuration)
  • •Tier 2 engineers spending 30% of time on escalations that could be resolved at tier 1
  • •Peak hours (6-9 PM) creating 45+ minute hold times
  • •Billing questions mixed with technical issues, slowing down specialized teams

What They Tried (That Failed)

  • 1.

    Generic Platform Chatbot

    Deployed industry chatbot. Couldn't handle DOCSIS terminology or integrate with their legacy OSS. Customers complained it was "useless" and demanded human agents immediately.

  • 2.

    IVR Routing Improvements

    Enhanced phone tree with more options. Created 12-step menus that frustrated customers. Abandonment rate increased 18%.

  • 3.

    Offshore Tier 1 Expansion

    Hired offshore agents to handle volume. Language barriers and lack of technical depth led to higher escalation rates and negative NPS scores.

The NureX Custom Build

We spent 3 weeks embedded with their tier 1 and tier 2 teams, analyzing call patterns, shadowing technicians, and documenting their network architecture. Then we built a custom AI assistant with:

  • ✓DOCSIS-aware troubleshooting: Interprets signal levels, understands upstream/downstream issues, guides modem provisioning
  • ✓Real-time OSS integration: Queries network status, checks for outages, pulls service history
  • ✓Billing system access: Answers payment questions, explains charges, schedules payment arrangements
  • ✓Smart escalation: Routes to tier 2 only when technical complexity exceeds tier 1 scope—with full diagnostic context

Results (6 Months Post-Launch)

58%

Reduction in tier 1 call volume

34%

Decrease in tier 2 escalations

12 min

Average hold time (down from 45 min)

"It's like having a tier 1 engineer available 24/7 who never gets tired and knows our network inside out."

"We evaluated three major AI platform vendors and none of them could handle the technical depth we needed. NureX didn't try to sell us a product—they engineered a solution."

— VP of Customer Operations, Regional ISP

(Pending client approval for attribution)

Ready to Discuss Your Telecom Support Challenges?

Let's talk about your network architecture, support workflows, and whether custom AI can create competitive differentiation for your ISP or MSO.

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