Scooba workflow sketch
Start
Intent
Act
Language select
Confirm intent
Next best action
The outage surge problem
Service outages lead to immediate spikes in inbound call volume.
Proactive voice updates reduce repeated calls and set clear expectations.
Customers feel informed when the first message comes from you, not social media.
Scale demands automation
India’s telecom network is the second largest in the world with over 1.19 billion subscribers.
Even a small outage can generate massive inbound demand.
Automated triage filters routine queries so critical cases reach humans fast.
Best-practice flows
Broadcast an update, provide an ETA, and give a callback option.
Route critical segments to human agents while the rest are handled by automation.
Offer self-serve status checks with a single keypad or voice input.