Schaman at GITEX: instant resolution with Agentic AI

At GITEX, where telco innovation is measured by its real ability to solve and integrate into complex operations, Schaman presented something beyond a mere demonstration: it showed how its agentic architecture orchestrates Customer Service processes across OSS/BSS, CRM, and network platforms.

In a sector where resolution depends on coordination between heterogeneous systems, operational latencies, and precise diagnostics, we demonstrated live how our AI Agents can execute end-to-end, handling a support case, interpreting customer intent, correlating distributed information, diagnosing the root cause, and resolving without human intervention, or escalating contextually if required.

The reaction at GITEX was clear: this was not another conversational assistant, but an operational intelligent layer capable of connecting to infrastructure and performing real actions on critical systems, resolving and learning in real time.

Real cases:

1. Digital channel: instant, personalized, and automated resolution

Imagine a typical conversation. A customer contacts their operator’s digital assistant via WhatsApp with a problem:

Instant and automated resolution through the digital channel, without waiting or unnecessary transfers, analyzing the context, and proposing the most efficient solution to the customer in real time. But the exciting part happens next.

In the same conversation, the customer takes advantage of the chat and asks about their subscribed plan, completely changing the topic. The specialized AI Agent analyzes the conversation in real time, provides the required information, and offers a benefit that may interest that specific customer, thus delivering a personalized interaction adapted to their situation and creating an opportunity.

The result: a smooth, resolutive, and contextualized conversation capable of proposing personalized benefits or upselling actions.

2. AI and Human Agent: efficiency, trust, and empathy

Let’s consider a different technical case and another type of action by our AI Agents.

In this scenario, the customer mentions at the end of the conversation that they recently had a problem with their connection, and it is slow. Immediately, Schaman’s Adaptive Controller detects the context change, performs an automatic diagnosis to check the root cause of the problem (payment issue, data limit, many connected devices, massive usage…), and if the case needs to be transferred to a human agent, summarizes the entire customer conversation and forwards it to the appropriate human agent, avoiding repetition and improving the experience from the first moment. The human agent receives the case already analyzed by Schaman and can focus on what really matters: listening and resolving.

In this way, the Contact Center agent does not have to search for information across different systems. Schaman has performed the diagnosis, analysis, and execution automatically.

The result: minimal escalations and improved resolution NPS. All of this translates into a truly positive, efficient, and human customer experience.

Schaman, the agentic AI for telco customer service

This entire workflow is orchestrated from our Agentic Platform, where:

• The Adaptive Controller understands customer intent and directs the action to the appropriate specialized agent.
• The Troubleshooting AI Agent connects with systems, diagnoses, and resolves problems automatically, personally, and instantly.
• The Execution AI Agent performs real actions in customer service, billing, OSS/BSS, CRM systems… and connects customers with human agents in a contextualized, agile, and integrated way.

Integration is agnostic, via APIs or iFrames, and adapts seamlessly to environments like Genesys, Zendesk, or Cisco. The resolution process can be published on any customer channel with just a few clicks.

Thus, telco companies can offer a service where AI and humans work in sync, combining technical precision with empathy and efficiency. In telco, the best service is not just fast response, but understanding, acting, and resolving efficiently from the first contact, understanding the root cause, and improving processes.

Request a demo with our experts and discover how to transform your data into decisions that improve customer experience. Request your demo here