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Olivya
Multilingual telecom AI voice agent automating customer service, device upgrades, technical support, and collections management.
General Information about Olivya
Olivya is an AI voice agent designed specifically for the telecommunications sector. This tool allows operators to manage complex, high-volume workflows—such as device upgrades and plan changes—in a fully automated and multichannel way. Its telecom-native approach ensures fluid interactions, resolving account inquiries and providing instant technical support without the need for constant human intervention.
Implementing Olivya does not require replacing existing technical infrastructure, as it integrates directly with the company's CRM and telephony stack. The AI synchronizes with subscriber data, billing systems, and call routing to deliver a personalized experience consistent with the brand's voice. Thanks to its ability to process more than 75 languages and 150 local variants, the tool can operate in global markets, offering native support ranging from Spanish and French to specific dialects across Africa and Asia.
The core capabilities of this telecom AI include:
- Device Upgrades: Performs outbound calls to promote new handsets, explain benefits, and complete the renewal process during the conversation itself.
- Upselling: Identifies opportunities to offer higher-value data plans or services, managing contract changes autonomously.
- Collection and Debt Management: Executes automated calls for outstanding balance recovery, offering integrated payment options and complying with regulatory requirements.
- Proactive Outage Notifications: Informs users about service incidents and estimated resolution times, drastically reducing inbound call volume to technical support.
- Customer Support and Surveys: Resolves frequently asked questions and gathers user feedback through automated satisfaction campaigns.
The system allows for scaling up to 50 simultaneous calls by default, a figure that can be expanded based on the operator's needs. In situations where the voice AI cannot resolve an inquiry due to its complexity, Olivya performs an assisted transfer to a human agent. This transfer includes the full context of the interaction and the subscriber's history, ensuring the customer does not have to repeat their issue.
This software is optimized to improve critical metrics such as average handle time (AHT) and conversion rates in retention campaigns. By automating routine tasks and outbound campaigns, companies can free up their staff to focus on high-value interactions, improving contact center operational efficiency within just a few days of deployment.
Features and Use Cases of Olivya
How Olivya Works
Frequently Asked Questions about Olivya
What is Olivya, and what services does it offer for telecommunications companies?
It is an AI voice agent specifically designed for carriers that automates the management of device renewals, plan changes, technical support, and debt collection.
How long does it take to implement Olivya into my existing system?
Integration with your CRM and existing telephony infrastructure is seamless, allowing the solution to be up and running in just a few days without the need to replace your current systems.
How many languages can Olivya use to communicate with customers?
The technology supports over 75 languages and more than 150 local dialects to ensure all subscribers receive support natively in their own language.
Will Olivya replace the human agents in my call center?
No. Its goal is to complement your human team by handling routine, high-volume calls, allowing employees to focus on resolving more complex and high-value interactions.
What happens if Olivya cannot resolve an inquiry on its own?
In those cases, the system performs a direct handoff to a human agent, providing full call context and user history so the customer does not have to repeat their issue.
Can Olivya proactively manage service outage notifications?
Yes. The tool can make outbound calls to report technical issues and share estimated resolution times, thereby reducing the volume of inbound support inquiries.
How many simultaneous calls can the system process?
By default, it can handle up to 50 concurrent calls, though this capacity is scalable to meet the needs of large carriers during major campaigns or critical events.
How does Olivya help improve the recovery of outstanding payments?
The voice agent makes regulatory-compliant automated calls to explain payment options and set up the necessary payments directly during the conversation with the customer.
Olivya Pricing
For detailed pricing information, visit the official website or contact their sales team directly at [email protected], as Olivya provides custom quotes tailored to each operator's specific needs.
- Default capacity of up to 50 concurrent calls (scalable for enterprise clients).
- AI voice agent specialized in telecom workflows (device upgrades, plan changes, debt collection, and technical support).
- Native support for over 75 languages and 150 local dialects.
- Integration with existing CRM, billing systems, and telephony stacks.
- Call handoff to human agents with full context and suggested resolutions.
- Customizable escalation rules and branded voice configuration.
- Real-time access to metrics, conversion rates, and customer satisfaction (CSAT) scores.
Olivya Screenshots
