Case study · Telecom
How Comnet automated caller verification and routine calls with Astra.Voice
Comnet, one of Bulgaria's largest internet service providers, runs Astra.Voice in production to answer real customer calls in Bulgarian, around the clock.
- of calls resolved end-to-end without an agent
- 74%
- average caller verification time
- 8s
- availability, with zero hold time
- 24/7
The challenge
Like every large ISP, Comnet's support lines carry a high volume of repetitive calls: confirming who the caller is, answering billing questions and following up on payments. Agents spent a large share of each call on identity checks before they could start helping.
The solution
- Astra.Voice answers inbound calls in natural Bulgarian and authenticates callers by account number and PIN before they reach any agent, across multiple support queues.
- The AI agent resolves billing and service queries and handles payment reminders without agent involvement, escalating to a human only when it matters.
- Astra.Analytics runs alongside Astra.Voice, giving supervisors live visibility across queues and agent groups without a separate BI platform.
The results
- 74% of calls are resolved end-to-end by the AI agent.
- Callers are verified in about 8 seconds on average, so agents start every call with an authenticated customer.
- Customers get an answer 24/7 with no hold time.
Astra.Voice
Astra.Analytics