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CX Resolution Agent: A Blueprint for Accountable Telecom Support Bots

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A proposed open blueprint for customer support agents argues that chatbots should be judged on concrete outcomes rather than on how pleasant conversations feel. Its design gives each conversation a single supervisor who alone speaks to the customer, supported by specialist desks for billing, roaming, plan changes, technical support, accounts and payments, and general care. Consequential actions such as plan changes, card replacements, or refunds require verified identity and explicit confirmation, with figures re-checked at execution time. Billing disputes are to be settled on evidence within the bill itself, crediting charges that are duplicated, billed after cancellation, or overcharged. The approach also routes conversations to a human agent when verification fails repeatedly or the matter falls outside the agent's scope.

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