AI-Enhanced Customer Engagement

Deploy AI voice agents that listen, think and act in real‑time – turning every call into a richer relationship and a measurable bottom‑line uplift.

Norwood has been pioneering and demonstrating the value of AI voice agents since late 2021 and now offers a range of Agentic voice service solutions, based on performance and budget needs.

OpenSpan accelerates customer interactions using our robust, advanced AI voice technologies enabling telecom operators to deliver personalised and efficient customer engagements. Our agentic voice services can seamlessly handle front-end inquiries, such as KYC data collection, tailoring interactions to customer preferences, and significantly improve user satisfaction and brand loyalty.

Key Benefits:

  • Personalised real-time engagement
  • Advanced sentiment analysis
  • Enhanced customer loyalty
  • Relationships rather than transactional interactions

Why Telcos Need Agentic Voice – Now

Missed calls, IVR abandonment and generic SMS blasts bleed value every day.
51 % of subscribers say they would pay a premium for seamless, context‑aware voice support1.
With ARPU flatlining and OTT churn rising, agentic AI is the fastest way to recapture minutes and grow loyalty.

Business impact:
  • +3–5 pp net promoter lift from personalised call flows
  • Up to 45 % reduction in live‑agent OPEX for front‑line queries
  • 2× outbound conversion vs. legacy dialers when sentiment targeting is used


[vc_single_image image=”INFOGRAPHIC_ID” img_size=”large” alignment=”center”

Smart Front Door

Instantly greets callers, authenticates via voiceprint or KYC questions and routes to the best next step—without a human menu tree.

  • Voice biometrics + KYC capture
  • Context hand‑off to live agents
  • Average handle‑time ↓ 25 %
Sentiment Save Desk

Detects frustration mid‑call and offers targeted retention incentives—or seamlessly escalates to a senior rep with full context.

  • Real‑time emotion analytics
  • Dynamic retention offers
  • Churn intent ↓ 30–50 %
Self‑Service Concierge

Handles balance queries, plan changes and roaming add‑ons through natural dialogue—24/7, 
multi‑language, sub‑second latency.

  • 90 %+ task completion rate
  • Latency under 300 ms
  • Live‑agent deflection ↑ 40 %
Proactive Care

Outbound agent checks on recent port‑in customers, resolves first‑week issues and upsells add‑on packs with personalised scripts.

  • Dynamic speech synthesis
  • CRM‑driven triggers
  • NPS ↑ +15 points
Debt & Collections

Empathetic agent negotiates payment plans, takes card details securely and updates billing in real‑time—no awkward human follow‑ups.

  • PCI‑compliant tokenisation
  • Hourly recovery ↑ 2.3×
  • Delinquency rate ↓ 18 %
Hyper‑Targeted Cross‑Sell

Uses live‑usage patterns + intent scoring to recommend data boosters or roaming bundles—speaking the customer’s preferred language.

  • ML‑driven propensity model
  • Acceptance rate ↑ 3 × vs. SMS
  • Incremental ARPU ↑ 6 %


Show Me the ROI

With OpenSpan, operators can pilot an agentic use‑case in under eight weeks and see payback inside the first quarter. Below is a conservative model from a 5‑million‑subscriber network:

  • $0.18 cost per handled call vs. $0.65 with live agents
  • $3.6 M annual OPEX saved on front‑line inquiries
  • $2.1 M new revenue from cross‑sell upsell uplift
  • Net benefit in Year 1: $5.7 M

Calculate Your ROI

Use our interactive ROI calculator to model savings for your footprint and labour costs.

Ready to Make Every Call Count?

Book a 20‑minute discovery session with our telco AI specialists. We’ll walk through live demos and model ROI for your market.

Schedule a Demo

AI Voice ROI Calculator