Agentic Payment Assistance & Collections Optimization for Telecom

Agentic Payment Assistance for Telecom Collections enables telecommunications providers to move from reactive, agent-heavy collections processes to intelligent, AI-driven payment engagement. The solution uses agentic AI to reason across customer billing data, payment history, risk indicators, and business rules to determine the most appropriate next action for each customer interaction.

What the solution does

● Rather than relying on fixed scripts or static decision trees, the solution dynamically evaluates context and executes actions across billing, payments, and customer engagement systems. Customers are proactively engaged through digital and voice channels, offered flexible payment options aligned to their circumstances, and escalated to human specialists when judgment, empathy, or regulatory oversight is required.

● The solution identifies customers at risk of payment difficulty before balances escalate, engages customers through preferred channels such as voice, SMS, email, and messaging platforms, assesses eligibility using balance, payment history, risk signals, and vulnerability indicators, recommends and presents payment options most likely to succeed, automates payment arrangement setup where appropriate, and escalates to trained human agents for complex or sensitive situations.

● Unlike traditional chatbots or rules-based automation, this solution uses agentic AI to evaluate the full customer context and decide the next best action. It reasons across multiple signals and executes real actions across billing, collections, payment, and CRM systems rather than following predefined scripts.

● The solution is designed to align with regulatory expectations for fair customer treatment and vulnerable customer support. It includes explainable decisioning, human-in-the-loop controls, and auditable workflows to support governance and compliance requirements.

Amazon Bedrock is used to power agentic reasoning, foundation models, knowledge bases, and automated decision checks that ensure AI responses are grounded, explainable, and aligned to telecom business rules. Amazon Bedrock Agents enable multi-step task orchestration, API execution, and workflow automation across billing, payments, and CRM systems using natural language–driven agents. Amazon Bedrock Knowledge Bases provide retrieval-augmented generation by grounding AI decisions in approved policies, payment rules, and customer support knowledge. Amazon Connect delivers cloud-based contact center capabilities, including omnichannel engagement, intelligent routing, agent assist, cases, and journeys, with native integration to Bedrock-powered AI agents for payment and collections workflows.