Schaman helps telecom operators automate up to 76% of technical support cases. More importantly, it learns from every incident to reduce future demand, cutting total support contacts by up to 20%
Some cases demand deterministic, guaranteed answers — and today the only ways to encode them, endless prompting or rigid workflows, buckle under the variability of telco.
Without understanding and addressing the underlying cause, the same issues continue generating contacts.
High recall volume Affected NPS
Learning
Operational knowledge is rarely captured and reused
Millions of incidents are resolved every year, yet most organizations struggle to systematically learn from them.
Dependency on expert agentsInconsistent service quality
Prevention
Support remains reactive instead of preventive
Most organizations wait for customers to contact support before taking action.
Growing support demand
Lower customer satisfaction
Turning complexity into scalable opportunities
Resolve more today, and turn it into less demand tomorrow.
One governed foundation across four jobs: resolve in real time, learn from every outcome, keep it secure, and ship changes at telco speed.
REAL-TIME RESOLUTION ENGINEe
Deterministic where you need it. Flexible where you don't.
Schaman builds the best resolution path for each customer in real time — composed from declared, approved knowledge, not hardcoded flows. That's how it gives a controlled, guaranteed answer where a case needs one, stays flexible where it doesn't, and still scales across thousands of scenarios. You set the dial, scope by scope.
Personalized
In real time to every technical, commercial, and historical customer context.
Autonomous orchestration
Combining diagnostics, agentic actions, and adaptive resolutions.
Self-optimization
The system learns from every iteration to maximize the efficency of your available resolution knowledge.
Ai resolution learning
Learning from every interaction to uncover new root causes
The best resolution begins by understanding the root cause behind each customer need — and, even more importantly, by preventing it proactively.
Automatic classification
Of every interaction and specific handling of Not Fault Found (NFF) cases.
Repeat Calls & Deep data logging
With automated analysis to reveal recurring gaps
Automated, actionable recommendations
To improve processes and resolution content — within a transparent, human-in-the-loop framework.
Compliance and Ai risk managed
Trust and security in every interaction
Schaman is built with a security-first approach, ensuring every interaction is traceable and controlled— the hygiene layer beneath the dial you set above:
No direct API exposure - full audited operation
Access is managed via a secure orchestration layer; all logic, data, and steps are tracked.
Layered architecture
Conversational control, data access, and resolution intelligence are strictly separated to reduce risk.
PII-safe by design
Personally identifiable info is accessed only when needed, masked, and not stored or reused.
SCALABLE AND AGILE
Automation at the speed and scale your business demands
Schaman keeps your customer operations agile and efficient, enabling fast, continuous updates across all automated channels:
Configuration-based integration
Connect your systems without coding — with major Telco platforms preconfigured, including TM Forum Open APIs.
Test and publish in minutes
Validate and replicate behavior in any channel using our sandbox before going live.
Expert support
Backed by our specialist team and access to the Resolution Knowledge Base.
Agentic AI Architecture - Open, trusted and scalable
AI Architecture for Resolution Intelligence Flexible to Integrate, Designed for Agentic AI
Deploy Schaman as your end-to-end agentic orchestrator across customer channels — or connect your own AI platform to Schaman's specialist resolution agents via A2A. In both models, your customers get the same autonomous diagnostic and resolution depth.
Leaders in telco customer service
AI Customer Support trusted by TIER1 Telcos
Compliance
Built with top security and privacy, ISO-certified, GDPR-compliant, and aligned with the forthcoming EU AI Act. legal scope.
Accountability
Fully auditable and traceable execution for verifiable outcomes. Every action tracked to its rationale, data, and tools used
Enterprise-grade reliability & scalability
Handling millions of sessions with 99.9% uptime, strong support, and growth at scale without hurting performance or tracking
Quick path to results
Achieve measurable outcomes in under 3 months through phased deployment, ensuring fast access to value from day one.
Expert team
Leverage the deep experience of our specialists in automating technical support for complex telco environments
OOTB resolution catalog
Don't start from zero. Our battle-tested resolution catalogue has already transformed technical support KPIs across telco operators worldwide — and it keeps growing with every deployment
Pablo Serrano
Head of customer Fulfilment
“Schaman has become a fundamental piece in the operational improvement of care processes. It has undoubtedly been a real and efficient alternative that has improved both the experience of agents and of our clients. This has generated significant economic benefits, with a corresponding reduction in operating costs and increased productivity.”
Miguel Pérez
Head of Customer Processes, Systems & Tools
“In an environment as complex as the one we have in the MasOrange Group, with different systems for each brand, multiple access technologies with own and third-party fiber networks, and with an evolution of our products, the power of the Schaman's self-orchestration, the simplicity of configuration and the agility to carry out integration with multiple systems, have allowed us to detach all that complexity from our agents.”
Ready to transform your customer service with AI Resolution Intelligence ?
