AI Automation for Australian Telcos & ISPs

We integrate with all major operations and business support systems used by Australian telcos and ISPs. On the OSS side, this includes network management platforms (SolarWinds, PRTG, Nagios, LibreNMS), provisioning systems, and fault management databases. On the BSS side, we connect to billing platforms (Maxio, Zuora, custom billing engines), CRM systems (Salesforce, Freshdesk, Zendesk), and order management systems. Integration is typically via REST APIs, SNMP traps for network events, and database-level connections where APIs are unavailable. For NBN RSPs, we integrate directly with the NBN Co B2B gateway for automated order and fault management via the nbn API.

Yes. For NBN Retail Service Providers (RSPs), we automate the full provisioning lifecycle via the NBN Co B2B systems. New connection orders are validated, submitted, and tracked through to activation. When faults are reported by customers, the AI runs automated diagnostics (checking for known outages, CVC congestion, and NTD status) before lodging a ticket with NBN Co. If the fault is likely premises-side, the customer is guided through self-resolution steps before a technician visit is scheduled. This triage automation reduces unnecessary NBN fault lodgements by 30-40%, saving both NBN Co escalation fees and customer frustration.

When a customer raises a billing dispute, the AI automatically pulls the relevant billing history, usage data, plan details, and any recent changes (plan migrations, add-ons, promotional pricing expirations). It cross-references the dispute against common patterns: unexpected usage charges (often international roaming or premium SMS), mid-cycle plan changes with pro-rata adjustments, failed direct debit retries with fee accumulation, or promotional pricing expiry. For disputes matching known resolution patterns, the AI applies the correction automatically and notifies the customer. Complex or high-value disputes are escalated to your billing team with a pre-compiled case file, reducing resolution time from an average of 4.2 days to under 4 hours.

Our automation is configured for the Australian Communications and Media Authority (ACMA) regulatory framework. This includes compliance with the Telecommunications Consumer Protections (TCP) Code, the Telecommunications (Interception and Access) Act for data retention obligations, the Spam Act 2003 for marketing communications, and the Do Not Call Register Act. For billing specifically, the system enforces TCP Code requirements around spend management tools, billing accuracy, and credit management. The automation also maintains records satisfying ACMA record-keeping rules and generates compliance reports for your regulatory team. TIO complaint handling workflows are automated with proper acknowledgement timeframes and escalation paths.

Our churn prediction and prevention automation identifies at-risk customers based on behavioural signals: increased support contacts, repeated billing disputes, declining usage, and competitive market activity in their area. When a customer is flagged as high-churn-risk, the system triggers a configurable retention workflow — this might include a proactive service check, a personalised offer based on their usage patterns, or a priority callback from your retention team. Australian ISPs using our churn prevention automation typically see an 18-25% reduction in voluntary churn within the first 6 months. At an average customer lifetime value of $1,800-$2,400 for a broadband subscriber, even a modest churn reduction delivers significant revenue protection.

Traditional NOC tools generate alerts. Our AI automation takes action. When your monitoring platform detects a network event, our AI correlates it against topology maps, customer impact databases, and known issue patterns to determine the appropriate response. A CVC congestion alert triggers automatic traffic shaping adjustments. A node outage triggers mass customer notifications with estimated restoration times. A recurring intermittent fault across multiple customers in the same serving area triggers a proactive infrastructure review ticket. The AI also performs automated root cause analysis, reducing MTTR by correlating current events with historical incident data. Your NOC team focuses on genuine network emergencies rather than alert fatigue.

Implementation timelines vary by scope. A mid-sized ISP automating billing disputes and fault triage can go live in 4-6 weeks. A full OSS/BSS automation programme covering provisioning, fault management, billing, and network monitoring typically takes 8-14 weeks. The median first-year ROI for our telco clients is 420%. Primary value drivers are reduced support costs (35-45% fewer tickets requiring human handling), faster provisioning (average activation time drops from 3 days to same-day), billing dispute resolution (from 4.2 days average to under 4 hours), and churn reduction (18-25% reduction in voluntary churn). A regional ISP with 15,000 subscribers typically recovers implementation costs within 4 months.