How Telcos Can Automate Billing and Verification Calls

A telco or internet provider makes the same few calls over and over: a bill is due, a payment is late, a customer’s details need confirming, a survey needs answering. Each call is simple. Together they tie up a team of human agents that a growing subscriber base keeps making bigger.

CBN, an Indonesian telecommunications and internet service provider serving more than 227,000 customers, moved those calls to AI Rudder’s AI voice agents. It reports a 28% higher connection rate and 50% less human follow-up. It also reports 97% AI accuracy.

What CBN Needed

CBN’s case study lists the pressures on its billing and customer engagement operation:

• manual collection follow-ups were limiting efficiency
• outreach campaigns needed better connection rates
• human agents were spending their time on repetitive confirmation calls
• customer satisfaction feedback had to be collected at scale
• billing and information verification had to stay accurate

The last point rules out the simplest fixes. A telco can’t trade accuracy for speed on billing calls, because a wrong amount or a wrongly confirmed address creates a complaint and often a second call to correct it.

Three Call Types, One AI Voice Agent Setup

CBN deployed AI voice agents across three kinds of calls.

Collection Reminders

Calls to customers with bills due or overdue, asking when they will pay and recording the answer.

Billing Confirmation and Information Verification

Calls that confirm a customer’s details or billing information, where accuracy is the whole point of the call.

Customer Satisfaction Surveys

Short, structured calls that collect feedback across the customer base, which a human team rarely has time to run at full scale.

Calls that need a person are transferred to a human agent, and CBN reports that the amount of human follow-up fell by half.

These calls follow a pattern, which is why they suit an AI voice agent. They also come in volumes that rise and fall with billing cycles, so a fixed team is either overloaded or underused.

What CBN Reports

From CBN’s approved case study:

• +28% connection rate
• 50% reduction in human follow-up
• 97% AI accuracy
• Improved customer experience

The connection-rate gain is worth a second look. A reminder or verification campaign is only as good as the share of customers it actually reaches, and CBN reached more of them after the change.

Why Telcos and Internet Providers Are a Fit

Telcos share the profile that makes AI voice agents useful: a large subscriber base, recurring billing, regular verification needs and a steady flow of routine questions. The same patterns apply to logistics companies confirming deliveries and addresses. In both industries, the human team’s time is better spent on the calls that need judgement, such as a disputed bill or a customer considering cancelling.

AI Rudder started in Indonesia in 2019, and the language and conversation patterns of Indonesian customer calls are built into how its agents handle a call.

Questions Telcos Ask About AI Voice Agents

Which calls should a telco automate first? Start with the highest-volume, most repetitive calls, such as billing reminders and payment follow-ups, then move on to information verification.

How accurate are AI voice agents on verification calls? CBN reports 97% AI accuracy in its case study.

Can the AI voice agent run satisfaction surveys too? Yes. CBN uses AI voice agents to collect customer satisfaction feedback at scale.

What happens when a customer needs a person? The call flow includes transfer to a human agent when the conversation needs one.

Next Step

Count how many of your agents’ calls last month were payment reminders, billing confirmations, information checks or surveys. Get a Demo and we’ll show you how an AI voice agent would handle them.