Carrier-grade support that fixes it on the first contact.
Symphia gives carriers and ISPs an agent that explains bills, changes plans, checks outages, and troubleshoots devices — resolving the issues that drive call volume and store traffic.
Use cases
The issues that fill your queues
Billing, plans, outages, and device trouble — resolved end to end, so live agents handle only what truly needs them.
Plan changes & upgrades
Compares plans against the customer's actual usage, recommends the right fit, and switches them over — handling proration and effective dates in your billing system.
Billing explained
"Why is my bill higher this month?" The agent breaks down overages, one-time fees, and promo roll-offs line by line, and applies credits within policy.
Outage & coverage status
Checks the customer's address against your network status, gives a realistic restore estimate, and registers them for a notification when service returns.
Device troubleshooting
Walks customers through APN resets, eSIM activation, and connectivity fixes step by step — resolving most issues before a truck roll or store visit.
Device upgrades & trade-ins
Checks eligibility, quotes trade-in value, and starts an upgrade order, explaining installment terms and what to expect at delivery.
Activation & SIM swaps
Activates new lines, ports numbers, and handles SIM and eSIM swaps with clear status updates so customers aren't left without service.
Integrations
Plugged into billing, OSS, and network status
Telecom support is only useful if it's grounded in real account and network state. Symphia connects to your BSS/OSS, billing, and outage systems as scoped tools, so every answer reflects what's actually happening on the line.
- Reads usage and billing to explain charges and recommend plans
- Checks live network status by address before promising a fix
- Applies credits and processes plan changes within your policies
- Hands off to retention or tech support with full context
- Billing / BSS linked
- Network status / OSS live
- Order management linked
- Credit policy enforced
Frequently asked questions
Can it actually change a plan or apply a credit?+
Yes. Plan changes, credits, and orders run as scoped tools against your billing system, gated by journeys so they stay inside your policies and approval limits.
How does it know about outages?+
It checks the customer's address against your live network status before answering, giving realistic restore estimates and subscribing them to alerts.
Does device troubleshooting really cut truck rolls?+
It resolves common connectivity, APN, and eSIM issues step by step, so a technician is dispatched only when the problem genuinely needs one.
What about retention conversations?+
When a customer wants to cancel or downgrade, the agent can present approved offers and hand off to your retention team with the full thread intact.