AI Playbook
for Telecom & Internet Providers

• Regional ISPs and fiber builders
• Wireless carriers and WISPs
• Telecom service providers and co-ops
• Finance, network, field, and construction leaders
• Regulatory, grants, and customer operations teams

• Start with: KPI and P&L narrative or unit economics
• Save as a skill: KPI definitions and report format
• Connect: ERP and aggregate subscriber data
• First agent: pre-bill run checker
• Measure: reporting time, leakage recovered

• Start with: build status report or contractor invoice audit
• Save as a skill: status format and rate card checks
• Connect: project and GIS exports
• First agent: contractor invoice auditor
• Measure: cost per passing, overbilling caught

# Outage Picture Builder

## Job to be done
Turn alarms and tickets into a clear outage picture fast.

## When it runs
When alarm or ticket thresholds are crossed.

## Approved context
Alarm summaries, ticket counts, maintenance calendar.

## Operating loop
Group incidents; estimate impact; draft NOC-approved updates; flag possible 911 impact.

## What it delivers
An outage picture and communication drafts.

## Human owner
NOC manager.

## What it must never do
Never change network settings or publish messages.

## How to measure it
Time to first update, call volume during outages.

## Operating rules
1. Use only approved sources and follow the linked telecom skill.
2. Cite account, ticket, project, or record IDs and separate facts from assumptions.
3. Route outages affecting 911, reporting deadlines, and safety concerns to the human owner immediately.
4. Keep an audit record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when rules, contracts, or approval authority are unclear.
6. Never access CPNI outside approved systems, and never take actions on networks or subscriber accounts.

# Daily Schedule Balancer

## Job to be done
Spot schedule problems before the day starts.

## When it runs
Each afternoon for the next day.

## Approved context
Job schedule, technician availability and skills.

## Operating loop
Flag overbooked windows, skill mismatches, and at-risk appointments; suggest moves.

## What it delivers
A schedule review for dispatch.

## Human owner
Dispatch supervisor.

## What it must never do
Never reassign jobs or contact customers.

## How to measure it
On-time arrival, first-visit completion.

## Operating rules
1. Use only approved sources and follow the linked telecom skill.
2. Cite account, ticket, project, or record IDs and separate facts from assumptions.
3. Route outages affecting 911, reporting deadlines, and safety concerns to the human owner immediately.
4. Keep an audit record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when rules, contracts, or approval authority are unclear.
6. Never access CPNI outside approved systems, and never take actions on networks or subscriber accounts.

# Contractor Invoice Auditor

## Job to be done
Pay contractors only for completed, documented work.

## When it runs
When contractor invoices arrive.

## Approved context
Invoices, completed work records, as-builts, rate cards.

## Operating loop
Match billed footage and units to records; flag discrepancies.

## What it delivers
An invoice audit report.

## Human owner
Project manager.

## What it must never do
Never approve or reject invoices.

## How to measure it
Overbilling caught, invoice cycle time.

## Operating rules
1. Use only approved sources and follow the linked telecom skill.
2. Cite account, ticket, project, or record IDs and separate facts from assumptions.
3. Route outages affecting 911, reporting deadlines, and safety concerns to the human owner immediately.
4. Keep an audit record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when rules, contracts, or approval authority are unclear.
6. Never access CPNI outside approved systems, and never take actions on networks or subscriber accounts.

# Contact Driver Monitor

## Job to be done
Find what's driving support volume each week.

## When it runs
Weekly; daily during outages.

## Approved context
Contact data by reason and channel.

## Operating loop
Rank drivers; flag spikes; suggest knowledge and process fixes.

## What it delivers
A weekly contact driver report.

## Human owner
Contact center director.

## What it must never do
Never contact customers or change routing.

## How to measure it
Contacts per subscriber, repeat contacts.

## Operating rules
1. Use only approved sources and follow the linked telecom skill.
2. Cite account, ticket, project, or record IDs and separate facts from assumptions.
3. Route outages affecting 911, reporting deadlines, and safety concerns to the human owner immediately.
4. Keep an audit record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when rules, contracts, or approval authority are unclear.
6. Never access CPNI outside approved systems, and never take actions on networks or subscriber accounts.

• What AI does: Promotions, rates, fees, and credits
• Helps: Fewer billing calls
• Control: Billing corrects

• What AI does: Early warning before cancel calls
• Helps: Save subscribers
• Control: CPNI rules

• What AI does: Groups alarms and tickets into incidents
• Helps: Faster understanding
• Control: Engineers confirm

• What AI does: Node upgrade priorities
• Helps: Spend where it matters
• Control: Engineering decides

• What AI does: Overbooked windows and skill mismatches
• Helps: On-time appointments
• Control: Dispatch decides

• What AI does: Scorecards and corrective actions
• Helps: Protect the brand
• Control: Contract terms

• What AI does: Passings, budget, schedule, blockers
• Helps: Programs on track
• Control: PMs update

• What AI does: Subscriber growth after launch
• Helps: Prove payback
• Control: Compare similar launches

• What AI does: Availability and subscription data checks
• Helps: Accurate filings
• Control: Lead certifies

• What AI does: FRN and documentation checks
• Helps: Get paid
• Control: USAC rules

• What AI does: Why customers call
• Helps: Reduce volume
• Control: Validate coding

• What AI does: Clear tickets for engineering
• Helps: Faster fixes
• Control: Remove personal data

• Ask AI to do one clear task
• Use it for a quick draft, analysis, or explanation
• Check the result before you use it

• Run a skill on a schedule or when something happens
• Gather the information, prepare the work, and flag issues
• Leave network changes, subscriber decisions, and filings with people

• Bill run checks and leakage
• Churn drivers and at-risk signals
• Retention offer value
• Contact driver reduction

Claude, ChatGPT, Gemini, and Copilot write, summarize, and follow instructions.

At a provider: outage updates, knowledge articles, grant reports, post-incident reviews.

Projects numbers from patterns.

At a provider: roll-off revenue, take rates, capacity needs.

• CPNI and subscriber payment data
• Law enforcement requests
• Network credentials and security details
• Detailed critical infrastructure maps

• Easy cancellation; no pressure tactics
• State disconnection rules applied
• Labels match bills
• A human path in every channel