# Conversational AI for Telecom | Conversation Design Institute > How telecom providers get AI conversations right: billing support, troubleshooting, activation, and upselling across chat and voice, from Conversation Design Institute, trusted by Vodafone and Deutsche Telekom. Source: https://www.conversationdesigninstitute.com/use-cases/telecom --- Use Case # Conversational AI for Telecom Transforming Telecoms with Conversational AI With AI in customer service, telecom providers deliver faster, more efficient, and personalised experiences. AI assistants handle high volumes of inquiries, automate tasks like bill payments and troubleshooting, and provide instant responses, reducing workload, improving resolution times, and enhancing the customer experience. ## Channels [Chatbot](/use-cases/chatbots) [Voice](/use-cases/voice) ## Industries [Finance](/use-cases/financial-services) [Healthcare](/use-cases/healthcare) [Telecom](/use-cases/telecom) [Government](/use-cases/government) [Higher Education](/use-cases/higher-education) ## Functions [Customer Service](/use-cases/customer-service) ![](https://a.storyblok.com/f/323168/3500x2333/a1135ffd6e/website.jpeg/m/1800x0/) ## Telecommunication and customer care In today's connected world, telecommunications customers have increasingly high service expectations, while many telecom support teams struggle with managing peak call volumes and staff retention challenges. ![](/assets/images/components/molecules/section-three-circles/illustration.svg) ## The business case for conversational AI Telecom runs on conversations at scale: millions of billing, connectivity, and account queries, across chat and voice. Done right, AI assistants carry that volume without burning customer patience. Here's where they deliver. ### Available 24/7 AI assistants provide round-the-clock service, handling common questions around data usage, billing, or troubleshooting basic connectivity issues at any time of day or night. ### Reduced response times Customers want answers quickly. Reducing wait times addressing one of the most frequent sources of frustration in telecom customer service. ### Better handle peak times During peak periods, such as service outages or new device launches, the reduced response times help decrease the burden on support staff. ### Happy customers and employees Customer satisfaction typically improves with consistent, accurate responses and 24/7 availability, particularly for routine technical support and account management questions. ### Brand awareness A strong AI assistant can aid in promoting and personalising special offers and seasonal brand and marketing campaigns. ### Billing support AI assistants can guide customers through billing inquiries, provide payment reminders, and enable secure transactions. ### Activation and upselling Automate processes like activating new services, porting numbers, upgrading packages and let your [chatbot](/topics/chatbots) identify upsell opportunities for you. ### Technical troubleshooting Guide customers through diagnosing and resolving technical issues, such as slow internet or network outages, so your human agents can spend time on other questions. ## Conversational AI, at scale Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants. [ Conversational AI for Business ](/for-business)[ Courses and certification ](/courses) ![](https://a.storyblok.com/f/323168/8064x5376/3fee018d76/adobestock_1254265744.jpeg/m/900x0/) ## Trusted by global brands ![](https://a.storyblok.com/f/323168/250x251/646abfb7cf/hp.svg) [ Read case study ](/case-studies/hp-virtual-assistant) “It was a pleasure working with the CDI team. Each team member was extremely professional and brought deep expertise in their area of focus – AI training, copywriting, and conversation design.” ![](https://a.storyblok.com/f/323168/800x800/7db542959d/anju-sharma-hp.jpeg/m/100x0/filters:no_upscale()) Anju Sharma HP Manager Virtual Agent ![](https://a.storyblok.com/f/323168/140x22/6ae8dda10a/vandebron.svg) [ Read case study ](/case-studies/vandebrons-chatbot-mick) “It’s been great working with CDI. They helped us get started quickly with the setup of our first chatbot and the first results are promising. Their consultants are knowledgeable, creative, and think along in order to build and maintain a good performing chatbot.” ![](https://a.storyblok.com/f/323168/500x500/1468a6f565/bob-vandebron.jpeg/m/100x0/filters:no_upscale()) Bob Molenaar Vandebron Digital Experience Manager ![](https://a.storyblok.com/f/323168/17x5/25cd7467db/vodafone.svg) [ Read case study ](/case-studies/vodafone-tobi-assistant) “Having the expert advice from CDI has really helped us to create with confidence the first version of the global Experience Strategy Framework and distribute it to the design community across all Vodafone markets.” ![](https://a.storyblok.com/f/323168/800x800/c5f1b45aa7/beatriz-vodafone.jpeg/m/100x0/filters:no_upscale()) Beatriz Lopez Mencia Vodafone UX Design Manager ![](https://a.storyblok.com/f/323168/293x48/4ddb8c8436/hva-white.svg) “CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!” ![](https://a.storyblok.com/f/323168/800x800/a5d1c27770/rick-smart-media.jpeg/m/100x0/filters:no_upscale()) Rick Goossens HvA/AUAS Education Manager ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ![](https://a.storyblok.com/f/323168/493x83/6a34bccbfa/t-mobile.svg) ![](https://a.storyblok.com/f/323168/120x20/c50cb56de9/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/90be3cc2d2/optum.png) ![](https://a.storyblok.com/f/323168/318x65/ac017805c8/jp-morgan.svg) ![](https://a.storyblok.com/f/323168/178x50/338733f31e/vodafone.png) ![](https://a.storyblok.com/f/323168/108x50/e6600362e9/kpn.png) ## About the CDI Standards Framework When organisations want to have more interactions on their conversational channels than their contact centers have the capacity for, they reach for Conversational AI solutions to automate a large part of the interactions. ![](/assets/images/components/molecules/about-the-framework/illustration.svg) But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology. CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework. CDI Standards Framework ## Unlocking value in Conversational AI The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams. ![CDI Standards Framework](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-1.svg) ![CDI Standards Framework](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-2.svg) ![CDI Standards Framework](/assets/images/components/organisms/standards-framework-systematic/illustration-layer-3.svg) **CDI Standards Framework** is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace. ![CDI Workflow](/assets/images/components/organisms/standards-framework-workflow/illustration.svg) **CDI Workflow** CDI Workflow turns the standards into practice: human-centred, goal-oriented AI assistants at scale. The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) ![Assessing, improving and implementing the building process for a cosmetics chatbot](https://a.storyblok.com/f/323168/512x512/ad82eeb66d/lipstick.png) ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) ![Honeybook explores Agentic Experience Design](https://a.storyblok.com/f/323168/665x77/925751431f/honeybook-dark.png) ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) ![Boosting Voice AI Performance for Deutsche Telekom](https://a.storyblok.com/f/323168/1000x492/56fc01afd3/toppng-com-telekom-logo-b-w-capital-one-logo-white-1000x492.png) ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) ![Leading Global HR Services Provider ](https://a.storyblok.com/f/323168/2380x1582/4840248cff/hr-icon-white.png) ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) ![IND embraces Conversational AI as a channel](https://a.storyblok.com/f/323168/1654x1654/374ed558a6/ind.png) ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) ![Global Sports Retail Chatbot](https://a.storyblok.com/f/323168/3841x3178/8cc9ae8e5f/adidas-white-iwth-space.png) ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) ![Migrating Hansgrohe's Chatbot, Hans](https://a.storyblok.com/f/323168/516x114/b4b7a3b9da/hansgrohe.svg) ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) ![Migrating Trulet’s Chatbot, Trudi](https://a.storyblok.com/f/323168/147x41/27775ef1ab/trudi.svg) ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) ![Expanding multilingual IVR support](https://a.storyblok.com/f/323168/5760x4818/c00db0b985/ivr-white-with-spacing.png) ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) ![Goodcall’s AI Phone Assistants](https://a.storyblok.com/f/323168/499x127/f3fa6cc0c8/goodcall.svg) ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) ![Healthcare HR Chatbot](https://a.storyblok.com/f/323168/5760x3843/c8444c9d06/cross-white-space.png) ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) ![Vandebron’s Chatbot, Mick](https://a.storyblok.com/f/323168/140x22/6ae8dda10a/vandebron.svg) ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) ![Vodafone’s Virtual Assistant, TOBi](https://a.storyblok.com/f/323168/493x494/5fb37f832a/vodafone-white.svg) ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) ![HP’s Virtual Assistant](https://a.storyblok.com/f/323168/250x251/646abfb7cf/hp.svg) ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant) ## Conversational Capital Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it. ### Get in touch By submitting this form, you agree to CDI processing your data to respond to your inquiry. Submit Form submitted Thanks, we’ll be in touch soon. ### The idea Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital. ### Measure it A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where. ### Grow it > Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends. ### Get in touch By submitting this form, you agree to CDI processing your data to respond to your inquiry. Submit Form submitted Thanks, we’ll be in touch soon. ## Resources [](/resources#events) ![Events](/assets/images/components/molecules/quick-links/users.svg) Events [](/blog) ![Blogs](/assets/images/components/molecules/quick-links/pen-paper.svg) Blogs [](/resources#reports) ![Reports & Research](/assets/images/components/molecules/quick-links/papers.svg) Reports & Research [](/case-studies) ![Case studies](/assets/images/components/molecules/quick-links/puzzle.svg) Case studies [](/use-cases) ![Use cases](/assets/images/components/molecules/quick-links/bubble.svg) Use cases [](/contact) ![FAQs](/assets/images/components/molecules/quick-links/questions.svg) FAQs