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Avaleht > Tooted ja Teenused > AI Solutions > Agentic AI CS Assistant

Agentic AI CS Assistant

Agentic AI CS Assistant is built on RAG and API‑based automation orchestration, acting as a super assistant that breaks down data silos between systems, such as CRM, contracts, billing, and ticketing systems.

Customer service staff can simply ask questions in natural language; the AI then automatically identifies the customer, pulls the latest commercial, technical and operations data from multiple systems, and presents a single, standardised view.

By automating data retrieval and cross‑system queries, it shortens average handling time, boosts first‑contact resolution, and delivers consistent, policy‑aligned responses across all service channels

This solution fits into CITIC Telecom CPC’s broader AI+ operations vision, helping enterprises modernise service operations, unlock data value, and move toward an “Auto‑Op” intelligent operating model.

Orchestrate Backend Systems with Agentic AI

Orchestrate Backend Systems with Agentic AI

Highlights

    • RAG‑Powered Knowledge and Answers: Uses retrieval‑augmented generation (RAG) to ground responses on up‑to‑date internal data, documents, and business records. By combining LLM reasoning with trusted enterprise data sources, it significantly reduces hallucinations and incorrect answers.
    • API‑Based Automation Orchestration: Connects to CRM, billing, ticketing, and contract systems via APIs to retrieve and aggregate data in real time. It can call multiple backend endpoints in parallel, delivering complete and unified answers within a single conversation.
    • Natural Language Q&A for Customer Service Teams: Frontline staff can ask questions freely in natural language. The AI then interprets intent, retrieves relevant records, and replies in clear, standardized language, including links back to the corresponding systems.
    • Break Data Silos Without Compromising Governance: Acts as an intelligent access layer above existing systems, keeping source data in place. It enforces unified access controls and auditing across all systems, supporting enterprise data governance and compliance without disruptive core system replacements.
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