Customer Care Resolution OS
An agentic care layer that resolves telecom support contacts end-to-end across channels, escalating only the judgment calls a human should own.
Where value leaks today.
Bolting a chatbot onto this doesn't fix it. Scripted bots deflect the easy questions and infuriate everyone with a real problem, dumping them back into the same queue angrier than before. The hard part of care isn't the conversation — it's reaching across the OSS, the billing platform, the CRM, and the network state to actually do something, then knowing when a credit, a waiver, or a retention move needs a human's judgment.
A tool that only talks is theater. What care needs is an operating layer that can read the full account context, take real action across back-end systems, and resolve the contact — while escalating the calls where money, policy, or empathy demand a person, not a script. Anything less leaks value into handle time, transfers, and repeat contacts.
One governed flow — agents act, you approve what matters.
Subscriber contacts resolve in one governed pass across every channel, with humans owning only the credits and empathy calls that warrant them.
One operating layer — eight governed jobs.
Each is a governed agent inside the same system, sharing context — not eight tools you stitch together.
Context Assembler
Pulls the full subscriber picture — plan, usage, open orders, local network health — into one view at contact start. Ends the repeat-your-account-number ritual.
Intent Classifier
Reads the contact across voice, chat, and message channels to name the real issue. Routes outage complaints differently from billing confusion.
Self-Heal Resolver
Runs the common fixes — provisioning re-push, SIM re-registration, feature toggle — directly against back-end systems. Closes routine contacts without a handoff.
Eligibility Checker
Validates whether a requested credit, plan change, or waiver fits policy before it's offered. Stops both over-giving and inconsistent treatment.
Goodwill Gatekeeper
Routes any financial gesture above threshold to a human agent for sign-off. Keeps discretionary spend governed and auditable.
Channel Continuity Tracker
Carries context when a subscriber moves from chat to call to store. The customer never restarts their story.
Sentiment Escalator
Detects frustration and churn signals mid-contact and pulls a human in early. Hard conversations reach a person before they boil over.
Resolution Recorder
Logs what was diagnosed, what was done, and why, in a clean audit trail. Feeds quality review and the learning loop.
Autonomy you can trust — because the control is built in.
The system acts on its own and every action stays legible, bounded, and reversible. You don't choose between speed and control; the control is what makes the speed safe.
Legible
See what was done, what was declined, and exactly what's waiting on you — nothing happens in a black box.
Bounded
Agents act only within the rules you set. Anything material or irreversible stops at a human gate.
Reversible
Every action is logged and undoable. A wrong turn is caught and rolled back, not discovered weeks later.
Owned
One operating system you own — not a swarm of rented agents you have to police. Built, run, accountable.
Subscriber contacts resolve in one governed pass across every channel, with humans owning only the credits and empathy calls that warrant them.
What you're actually getting.
Is this a product or a build?
A build. Kitsune forges the care layer around your OSS, billing, and CRM, then owns and operates it — not a generic helpdesk bot you configure and pray over.
What stays in my control?
Policy and money. Eligibility rules are yours, and any credit or exception above your threshold waits for a human agent's approval before it lands.
How is this different from a chatbot platform?
Chatbots talk and deflect. This layer reads full account context, takes real action across back-end systems, and resolves the contact — escalating the judgment calls instead of looping the customer.
Can it actually fix technical issues, not just answer questions?
Yes. The resolver runs provisioning re-pushes, SIM re-registrations, and feature toggles directly, closing routine technical contacts without a transfer.
How does it know when to bring in a human?
Financial gestures over threshold, policy exceptions, and detected frustration all trigger an escalation gate. People handle empathy and discretion; the system handles the mechanics.
The same foundry, other domains.
Bring us the bottleneck.
We'll forge the operating layer around your friction — built, owned, and running.