Limited visibility into connectivity issues
Operators and field teams struggle to determine whether issues originate from the device, SIM, or network, leading to slower diagnosis and unnecessary escalations.
Turn Connectivity Issues into Real-Time Resolution
Built on the Agentrix agentic AI platform, Intelligent Mobile Engine (IME) brings real-time diagnostics and intelligent user engagement to the point of experience, helping users resolve issues across device, SIM, and network layers, faster and with less support dependency.
Challenges
Industry Challenges
Support channels overloaded with basic diagnostics
Simple connectivity issues continue to flow through care channels, increasing operational load and delaying resolution for higher-priority incidents.
Fragmented resolution across teams
Issues move across care, NOC, and field teams without a shared diagnostic view, resulting in multiple handoffs and extended resolution cycles.
Limited proactive customer communication
Users often receive little or no real-time guidance during connectivity issues, leading to uncertainty, unnecessary support calls, and frustration.
Engagement stops once the issue is resolved
Operators resolve issues but often miss the opportunity to extend the interaction into relevant engagement, limiting opportunities to strengthen loyalty, retention, and monetization.
Self-Service is limited to static menus and forms
Users are often restricted to rigid IVR flows or FAQ-style self-care, limiting access to conversational, real-time guidance when support is needed.
Engagement and loyalty remain disconnected from support and diagnostics
Rewards, offers, and retention initiatives are often managed separately from support and diagnostic interactions, limiting opportunities to engage users at relevant moments in the resolution journey.
Operators lack unified visibility into user engagement
Diagnostics, engagement, and loyalty interactions remain fragmented across multiple systems, limiting visibility into user journeys, engagement performance, and points of disengagement.
Product Overview
Intelligent Mobile Engine (IME) is a use-case module built on the Agentrix agentic AI platform
It brings intelligent user engagement, real-time telecom diagnostics, and resolution-driven rewards directly to the point of experience through a mobile-first AI assistant.
We continuously analyze real-time network conditions to detect issues, deliver contextual guidance and notifications, and guide users through resolution. The same conversation extends beyond the fix to surface relevant offers and rewards, creating one connected journey from problem to resolution to reward, rather than treating diagnostics, engagement, and loyalty as separate experiences.
One Engine. Two Connected Experiences.
User App
Users interact with the assistant through chat or voice to diagnose issues, receive contextual guidance and notifications, resolve problems, and access relevant rewards all through a single mobile experience.
Operator Dashboard
We give operators a unified view of diagnostics, engagement, rewards, and performance across the user base, with the ability to configure workflows and reward rules and access reports from a single console.
Capabilities
Product Capabilities
On-device diagnostics engine
Real-time analysis of device, SIM, and network parameters directly on the handset ensures issues are identified at the point of experience.
Automatic issue detection
Continuous monitoring detects connectivity issues proactively without requiring user or customer support intervention.
Real-time mobility intelligence
Live visibility into signal strength, latency, and service conditions enables faster, context-aware troubleshooting.
Guided troubleshooting workflows
Diagnostics are translated into clear, step-by-step actions, enabling users to resolve common issues independently.
Proactive user engagement
Deliver personalized notifications, service updates, and self-care guidance that keep users informed and engaged throughout the resolution journey.
Cross-Layer correlation
Device behaviour is correlated with network conditions to identify probable root causes instead of isolated symptoms, with diagnostic insights made available through the Operator Dashboard for unified visibility.
Conversational AI - chat and voice
Users interact naturally through chat or voice to access diagnostics, receive contextual guidance, and resolve queries, reducing dependency on static IVR and self-care menus.
Rewards delivered through the resolution journey
Extend the resolution conversation with relevant offers and rewards once an issue is resolved, creating a connected journey from service resolution to continued engagement through a single channel.
Unified operator dashboard
We provide operators with real-time visibility into diagnostics, engagement, and reward outcomes across their user base through a single, configurable interface.
Engagement and reporting analytics
We track user engagement across chat, voice, self-service, and rewards, providing clear visibility into performance, adoption, and impact.
Process
How it works
01
Initiate at the point of experience
Subscribers or field technicians access diagnostics directly through the mobile interface, triggering real-time visibility into device and connectivity conditions.
02
Capture and detect at the device level
On-device intelligence continuously captures device, SIM, and network signals, detecting anomalies as they occur at the point of experience.
03
Correlate across device, SIM, and network layers
Detected issues are analyzed across layers, combining device behaviour with real-time network conditions to establish context.
04
Identify probable root cause
AI-driven diagnostics isolate the most likely cause of the issue, reducing dependency on multi-team investigation and manual escalation.
05
Guide resolution and engage
Guided troubleshooting workflows provide clear, actionable steps while delivering contextual notifications and personalized guidance throughout the resolution journey. Once an issue is resolved, the same interaction can extend into relevant rewards and loyalty engagement.
06
Validate and close the loop
Fixes are validated in real time while diagnostic, engagement, and reward outcomes are reflected across operator systems and the Operator Dashboard, creating a continuous feedback loop for ongoing visibility and improvement.
Results
Key Outcomes
Reduce avoidable support calls
Users resolve common issues independently, lowering inbound care volume and freeing support teams for critical cases.
Accelerate issue resolution cycles
Real-time diagnostics and guided workflows significantly reduce time to identify and fix connectivity issues.
Improve user engagement & experience
Keep users informed with proactive communication, personalized guidance, and transparent issue resolution, building trust and improving satisfaction.
Increase field productivity
Standardized diagnostics and real-time validation enable technicians to resolve issues faster on site.
Lower operational costs
Reduced escalations, fewer repeat investigations, and fewer unnecessary field visits drive measurable cost efficiency.
Increase engagement & retention
Rewards delivered at the moment of resolution extend engagement beyond the fix itself, strengthening loyalty without requiring a separate engagement journey.
Operator-wide visibility
A unified dashboard gives operators real-time insight into diagnostics, engagement, rewards, and performance across their entire user base without switching between systems.
System Design
Architecture
Intelligent Mobile Engine (IME) is designed as a mobile-first, edge-driven diagnostics and engagement platform built on the Agentrix agentic AI platform, delivering diagnostics, conversational engagement, and resolution-driven rewards through the User App, while providing operators with unified visibility through the Operator Dashboard.
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On-device intelligence layer
Captures device, SIM, and network data in real time.
AI diagnostics engine
Processes data to detect issues, correlate signals, and generate insights.
Workflow Orchestration Layer
Delivers guided troubleshooting journeys, conversational engagement via chat and voice, contextual notifications, personalized self-service, and resolution-driven rewards across the User App and Operator Dashboard.
Integration Layer
Connects with OSS/BSS, NOC systems, support platforms, CRM, and rewards and loyalty systems to provide unified visibility across diagnostics, engagement, and rewards.
Analytics and Feedback Loop
Continuously improves diagnostics accuracy through usage data and network insights while aggregating engagement and rewards analytics within the Operator Dashboard to provide an ongoing view of performance.
Operator Dashboard Layer
Aggregates diagnostics, engagement, and rewards performance into a single console where operators can configure workflows and reward rules, monitor outcomes, and access reports.