Network incident coordination: end-to-end handling of the generalised incident across operations, customer care, and compliance, with multi-channel customer communication and AGCom and NIS2 reporting within regulatory windows.
Telco & Media
An AI agent squad for the telco and media industry.
Polyant is the framework to build AI agent squads for telco operators, ISPs, broadcasters, digital publishers: end-to-end coordination of network incidents with field team and customer, retention of customers in competitive switch window, anomaly detection on renewals and churn, runtime audit inspectable via standard SQL. Consistent with the telecommunications authority, NIS2, AI Act, GDPR, EECC, DSA.
Polyant puts an AI agent squad to work on the operational flows of the telco and media operator:
- the coordination of the generalised network incident across operations, customer care, and compliance, with telecommunications-authority reporting timers and NIS2 windows; the identification of customers in the competitive switch window and the preparation of the counter-offer for the retention team
- the monitoring of subscription anomalies on renewal and churn patterns aggregated by geographic area, commercial offer, and customer segment; the pre-shift safety brief for telco field technicians intervening on antennas and street cabinets
- the runtime audit registry stays queryable by the head of compliance via standard SQL on the operator's database. The rules are written by the telco team; the agent executes, records, alerts
03 TELCO AND MEDIA WORKFLOW
Four typical contexts of the telco and media operator.
The areas where the agent squad supports the operations, retention, and compliance team.
Customer retention in competitive switch: early identification of customers at churn risk from competitor campaigns, preparation of the counter-offer, callback in the porting window.
Subscription anomaly detection: monitoring of renewal and churn patterns aggregated by geographic area, commercial offer, customer segment, with alert to the commercial team before the phenomenon consolidates.
Audit inspectable via SQL: every automatic decision of the runtime recorded in dedicated PostgreSQL tables, queryable by the head of compliance for AGCom or NIS2 audit.
The agent squad is composed of vertical patterns calibrated on the regulated vocabulary of the industry (AGCom, NIS2, EECC) and horizontal patterns (audit, safety, escalation) that work under the same configuration and the same registry.
04 TELCO SQUAD
Five coordinated agents for network and customer management.
Handling a network incident or a win-back campaign in a telco operator is not a single step. It is an end-to-end flow across operations, customer care, retention, and compliance. Five coordinated agents that each do their part, under the same configuration and the same audit registry.
01 OUTAGE
Outage Coordinator
End-to-end coordination of network incidents with field team, multi-channel customer communication, telecommunications authority and NIS2 reporting within regulatory windows.
See the agent Ongoing outage ETA 35'
Zone Northeast cluster B
Field team 3 crews · in transit
Customer SLA reset · 20'
Regulator report in preparation · 4h
02 WIN-BACK
Customer Win-Back
Proactive retention of customers in a competitive switch window (porting, callback, dedicated offer). For low-engagement renewals below threshold, escalation always to human operator.
See the agent Switch window · 7d 240 customers
High-value cluster A callback prio 1
Dedicated offer €8/month · 12 months
Engagement < threshold escalation to operator
Expected win-back rate: 22%
03 ANOMALY
Subscription Anomaly Watch
Detection of anomalies on renewals and churn aggregated by geographic area, commercial offer, customer segment.
See the agent Week 23 Aggregated churn
South · offer X churn +14%
Center · offer Y stable
North · offer Z +2 points
Brief to the retention director
04 SAFETY
Field Worker Safety Brief
Pre-shift safety brief for telco field technicians with weather conditions, civil protection alert, required PPE for intervention on antennas and street cabinets.
See the agent Safety brief · 06:45 12 technicians
Weather local thunderstorm
Required PPE FR · insulating · harness
Civil alert yellow · zone 3
Receipt confirmation · at the cabin
05 AUDIT
Audit Recorder
Records every step of the squad in the audit registry: classified network incident, win-back offer sent, churn anomaly alert. Queryable via standard SQL for telecommunications authority or NIS2 inspection.
See the agent fnol.receive 09:14:22 ALLOW
triage.classify 09:14:25 ALLOW
idd.check 09:14:31 WARN
liquidation.propose 09:15:02 ALLOW
SELECT * FROM audit_log WHERE claim_id = '2024-0847'
Need other agents for telco? We build them together.
Five coordinated agents for network and customer are an example. Every operator has different systems (proprietary systems, BSS/OSS, Amdocs platforms), specific regulations (AGCom, regional authorities, DSA for broadcasters), different internal procedures. The agents that truly serve get built inside the project, based on the work the operator's team does every day.
06 REGULATORY MAPPING
Where the agents meet the telco and media regulations.
Telco and media regulation is wide and layered across national and European authorities. Polyant does not promise full compliance: it states what the product does day to day to support the requirements the customer's team has to meet.
AGCom
AGCom, telecommunications authority
Regulates telco and media operators in Italy: service quality, complaint handling, editorial content, advertising. Updated rules on customer care set response times, traceability, and compensation. Agents: Outage Coordinator, Customer Win-Back, Complaint Triage.
NIS2
NIS2 for telco operators as essential services
Telco operators qualify as NIS2 essential entities: information security and incident notification to the national CSIRT within regulatory windows. Agents: Outage Coordinator, NIS2 Incident Reporter.
EECC
European Electronic Communications Code
Universal service constraints, number portability, service quality, withdrawal conditions. Number portability and switch timing are the typical perimeter of the Customer Win-Back. Agents: Customer Win-Back, Outage Coordinator.
AI Act
AI Act: content moderation and editorial personalisation
For AI systems for content moderation or editorial personalisation the risk classification needs case-by-case assessment. Disclosure to the customer is always mandatory when interacting with an automated system and so is the marking of artificially generated content. Agent: AI Act High-Risk Validator.
GDPR
GDPR and telco customer profiling
Processing of subscriber data (master data, traffic, commercial profiling for win-back campaigns). The runtime audit registry tracks every access to customer data, inspectable by the DPO via standard SQL. Agents: Audit Recorder, Policy Mapper.
DSA
DSA, Digital Services Act for broadcasters and digital publishers
Transparency on content moderation decisions, complaint mechanisms, annual audit for very large platforms. Coordination of content removal decisions with audit inspectable via SQL. Agents: Content Compliance, Audit Recorder.
Open transparency for the shared responsibility and AGPL detail →
Two questions from telco heads.
Telco management systems are heterogeneous (proprietary operator systems, international solutions like Amdocs). The integration is delivered during the project by the Exelab team.
The typical pattern for a vertical telco-media squad (with integrations on BSS/OSS, proprietary operator systems, Amdocs platforms) is 12-22 weeks. For a single first agent with smaller integrations, the estimate drops to 4-8 weeks. The duration is defined in discovery on the real case.
From a 30-minute conversation to the squad in production.
A 30-45 minute conversation to understand how Polyant for telco and media applies to the operator's case and how long it takes to bring the squad into production.