Agentic AI for Secure Telecom Payment Processing

This document is a technical report detailing the implementation of an AI-powered voice agent for payment processing by a leading telecom provider in Puerto Rico. The report outlines the challenges faced by the provider, including the inefficiencies of manual bill payment calls and the risks associated with handling sensitive financial data. In response to these challenges, the telecom company partnered with SmartBots to develop an autonomous payment processing solution that ensures PCI DSS compliance and offers bilingual support. The AI agent autonomously manages payment processing and outbound reminders, significantly reducing manual workload and enhancing security. The report describes the functionalities of the AI agent, including its ability to handle inbound and outbound calls, provide comprehensive call summaries, and integrate with custom CRM systems. Additionally, it details the construction of the agent using SmartBots Studio, emphasizing its no-code visual builder and robust monitoring capabilities. The document concludes with an overview of strategies implemented to minimize latency and improve user experience during interactions.