Scenarios
A situation an operator recognises, and the decision inside it. Each one starts from something that has already happened to a customer and ends at the decision somebody is accountable for. Read any of them without an account.
31 scenarios. 2 run end to end, 2 are interactive but partial, and 12 explain what a pilot would need. The remaining 15 are written but have no demonstration behind them yet.
Telecom Operator
Matched on what these products do, not filed under your kind of organisation.
- No demonstration yetFor Telecom Operator
Decisioning, data and CVM operations teams
Make one decision per customer, and keep the group you did not treat
A customer event arrives. Three rules, two models and a campaign each want something to happen. Only one thing can, and somebody has to be able to say afterwards whether it worked.
The decision. The one action, if any, this event produces, and the customers held back so the effect can be measured.
No demonstration is configured for this journey yet.
- No demonstration yetFor Telecom Operator
AI platform, digital service and compliance teams
Hand the conversation to a person before the assistant guesses
A customer asks the assistant to dispute a charge. The assistant's providers are routed, metered and filtered, and none of them is authorised to decide a dispute.
The decision. The provider that answers, the assistant's permitted scope, and the moment a person takes over.
No demonstration is configured for this journey yet.
Part of AI Operations & Governance
- Runs end to end
Commercial, CVM and retention teams
Recover a customer who has quietly stopped buying data packs
A customer who bought a data pack every month for a year has bought nothing for six weeks. Nothing has broken and nobody has complained.
The decision. A different pack, a service check, a wait, or no action at all — and which of the four this customer gets.
Runs end to end, configured for your organisation and market.
The product that runs it: Customer Intelligence
Explore the stream: Customer Growth & CVM
- Runs end to end
Revenue assurance, finance control and billing operations teams
Find the service that was provisioned, charged and never billed
Month end. Provisioning says a service is live. Charging says it was charged. The bill says something else, and each system is right about itself.
The decision. The differences that are exceptions, the value of each, its owner, and the known ones suppressed.
Reconciles three synthetic ledgers end to end. Modelled exposure, never recovered revenue.
The product that runs it: Revenue, Risk and Assurance
Explore the stream: Revenue Assurance & Reconciliation
- Interactive, and partial
Digital services, product and partnerships teams
Sell everyday AI access on the phone bill, in the customer's own language
A customer wants useful AI in Kiswahili or Sheng, has no card, and will not create an account with a foreign provider.
The decision. The package that fits, its cost, and whether this customer may be charged for it at all.
The subscriber's own screen. The operator-side decision journey is not yet runnable.
Part of Subscriber AI Services
- Interactive, and partial
Service operations, care and network teams
Resolve a repeated service problem before the customer gives up
The same customer has reported the same problem three times. Each contact was closed. The problem is still there.
The decision. Network fault, device problem, billing error or care failure — the cause named, and the owner of the fix.
Shows how cases, remedies and evidence are handled. Not this journey end to end.
Part of Contact Centre & Customer Care
- What a pilot would need
Credit, collections and care teams
Recover an overdue balance without pushing the customer away
A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.
The decision. A reminder, a payment arrangement, a hardship route, or a hand-off to a person — chosen for this customer.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Contact Centre & Customer Care
- What a pilot would need
Prepaid, digital channel and commercial teams
Help a customer with no credit get back online
A customer's data has run out. They cannot browse, cannot reach the app, and have no credit to buy more.
The decision. The offer a customer who cannot transact can still take, and the way they pay for it.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Real-Time Revenue Moments
- What a pilot would need
Enterprise, SME and digital services teams
Give a small business customer marketing they can actually run
A shop on the operator's network wants customers. It has no marketing team, no agency and no budget for either.
The decision. An offer a business with no marketing capability can run on its own.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Enterprise & SME
- What a pilot would need
Pricing, pack and CVM teams
Offer the pack that fits how a customer actually uses data
A customer keeps renewing a monthly pack and uses a third of it. Another keeps buying daily packs that cost more than the weekly one would.
The decision. A different pack, a price change, a renewal nudge, or the ladder left alone — the one that fits.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Pack, Pricing & Recharge
- What a pilot would need
Campaign, personalisation and contact-policy teams
Send one relevant message instead of five competing ones
Three campaigns are eligible for the same customer this week. Each has a target. The customer has a contact limit and a complaint history.
The decision. The one message, if any, that reaches this customer this week, its channel, and the fate of the others.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Campaigns & Personalisation
- What a pilot would need
Loyalty, rewards and CVM teams
Reward the behaviour a reward can actually change
A customer has hit the points threshold the programme promised a reward for. Another is about to lapse, and a reward might keep them. A third would have stayed anyway.
The decision. The customers worth rewarding, the reward that fits, and the rewards that would only pay for behaviour already given.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Loyalty & Rewards
- What a pilot would need
Acquisition, dealer and digital-channel teams
Acquire a customer who is still there after ninety days
A prospect has been qualified through a dealer. The incentive would win the sale. Half the connections won that way last quarter were inactive within ninety days.
The decision. The first offer and incentive this prospect gets, its channel, and the point at which the acquisition is not worth its cost.
A pilot's requirements are specified: the data, the authority and the consent design.
- What a pilot would need
Digital channel, app and e-commerce teams
Make the next in-app offer one the customer can actually buy
A customer opens the app to check their balance. Three banners compete for the space. Last month's banner was for a pack they had already bought.
The decision. The offer, if any, the app shows this customer now — bought and fulfilled in one confirmation.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of App & Digital Sales
- What a pilot would need
Roaming, eSIM and travel product teams
Help a traveller choose coverage that works where they land
A customer has a flight tomorrow. Their phone supports eSIM. Last trip, they turned data off at the border and bought a local SIM at the airport.
The decision. The roaming option that fits this destination, device and customer — pay-as-you-go included when it is the right answer.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Roaming & Travel
- What a pilot would need
Device, retail and channel teams
Offer a device the customer can afford and the operator can actually deliver
A customer's handset drops the network on 4G. The flagship on the shelf would sell, on instalments they cannot carry. A cheaper device would keep them on the plan they have.
The decision. The device and plan this customer is offered, on which terms — and the cases where the answer is no offer.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Devices & Handsets
- What a pilot would need
Broadband, fibre and fixed-wireless teams
Sell only the broadband that can be installed at the address
A household wants fibre. The map says the street is covered. The last three orders on that street were cancelled after the installer found no port.
The decision. The service this address can take, its installation date, and the offer that stands in when the answer is not yet.
A pilot's requirements are specified: the data, the authority and the consent design.
Part of Home Broadband, Fibre & FWA
- What a pilot would need
Digital services, content and partnerships teams
Offer a content or gaming bundle the customer can actually use
A customer streams football every weekend on mobile data. A sports pass would save them money. Their plan does not include the partner app, and the pass cannot be cancelled from the app.
The decision. The bundle or pass, if any, that fits this customer, activates with the partner, and cancels as easily as it was bought.
A pilot's requirements are specified: the data, the authority and the consent design.
- No demonstration yet
Commercial finance, CVM and campaign teams
Spend the incentive where it earns a margin, and nowhere else
A retention campaign has a budget and a list. Everyone on the list would get the same discount, including the customers who were staying anyway.
The decision. For each customer on the list: an incentive, a smaller one, something that is not money, or nothing.
No demonstration is configured for this journey yet.
- No demonstration yet
Network planning, technology strategy and finance teams
Rank the next sites by the customers and revenue behind each gap
A capital round has fewer sites in it than the network needs. The candidates are ranked by technical severity, and nobody can say afterwards what the money did.
The decision. The sites that go first, the evidence behind the order, and the proof that the investment paid.
No demonstration is configured for this journey yet.
- No demonstration yet
Network operations and assurance teams
Fix the incident that hurts the most customers, through the change process
Forty alarms fire in ten minutes across three regions. The queue is ordered by arrival time, and the cell serving a hospital is fourth.
The decision. The incident worked first, the remedy recommended, and the person who approves it.
No demonstration is configured for this journey yet.
- No demonstration yet
Network API business, fraud and digital identity teams
Tell a bank whether the SIM changed, with the customer's consent recorded
A bank's app is about to move money. Before it does, it asks the network whether the number's SIM was changed in the last day.
The decision. Answer, ask for consent first, or decline — the network's response, and the record kept either way.
No demonstration is configured for this journey yet.
Part of CAMARA & GSMA Open Gateway APIs
- No demonstration yet
Fraud, risk, security and digital identity teams
Stop an account takeover before the transfer, and let the fraud system decide
A password reset, a SIM change and a wallet transfer arrive on one account within an hour. Each is ordinary on its own.
The decision. This sequence as a takeover or not, the value of the signal, and the system that acts on it.
No demonstration is configured for this journey yet.
- No demonstration yet
Mobile financial services, bank and MFI credit risk teams
Estimate who will repay, and let the lender decide
A wallet customer asks for a small loan before payday. The lender holds an approved, purpose-limited view of their operator and wallet history, and has to answer in seconds.
The decision. This applicant's probability of repaying, the limit it supports, and the lender's decision.
No demonstration is configured for this journey yet.
- No demonstration yet
Finance, procurement and accounts payable teams
Hold the invoice that does not match its order, and pay the rest
A supplier's invoice arrives for more than the purchase order, on a contract whose rate changed last quarter. It is one of four hundred this week.
The decision. Paid, held for a person, or declined — this invoice's route, with its reason.
No demonstration is configured for this journey yet.
- No demonstration yet
Emergency management and public-service operations
Warn the people in an area, without a list of who they are
A river is rising. The agency has to warn the people in its path within the hour, and it has no list of who they are and no right to one.
The decision. The lawful warning of an area, the number of people in it, and the person who decides to send the alert.
No demonstration is configured for this journey yet.
Part of Government & Public Sector
- No demonstration yet
Operator foundations, CSR teams and employment agencies
Match a job seeker to a vacancy they chose to be seen for
A verified employer lists a vacancy. Two hundred programme members with a matching skill have consented to be matched, in three languages.
The decision. The candidates matched, their order, the employer's view of them, and the person who decides the placement.
No demonstration is configured for this journey yet.
Part of Jobs & Social Impact
- No demonstration yet
Field operations, network operations and contractor management teams
Send the right technician, with the right part, to the job that matters most
Sixty field jobs are open for twelve technicians. The oldest job is a cabinet nobody depends on. A tower serving a district clinic has waited since the morning.
The decision. The jobs worked today, by whom, in which order, and with which parts on the van.
No demonstration is configured for this journey yet.
Part of Field & Workforce Operations
- No demonstration yet
Partnerships, digital services and finance teams
Settle with a partner from the record the customer was billed on
Month end. The partner's statement says forty thousand activations. The operator's billing says thirty-eight. The revenue share is due on Friday.
The decision. The amount owed, the explanation of any difference, and the statement that goes to the partner with the payment.
No demonstration is configured for this journey yet.
- No demonstration yet
Operator CTOs, transformation leads and the integrators they work with
Put one decision live on the client's systems in ninety days
An operator has approved one use case and a quarter to show it working. It has the systems, the data owners and the budget, and no team of its own to build it.
The decision. The roles, the gates, and the conditions at each gate for the pod to continue.
No demonstration is configured for this journey yet.
- No demonstration yet
Operator technology and transformation leads, and their integrators
Fill the one role a programme is missing, for a bounded engagement
A programme's pipelines are its critical path. The client's one data engineer is on two other programmes, and the next gate is in six weeks.
The decision. The role, its remit, its owner, and everything the client keeps when it ends.
No demonstration is configured for this journey yet.
Part of Telecom AI Engineering Services