Case Study: Global Telecom Provider achieves PCI-compliant autonomous payment processing and reduced support workload with SmartBots

Secure Payments with Agentic AI Telecom Payments Processing Solution

Global Telecom Provider, Puerto Rico’s leading internet service provider, faced a growing operational bottleneck: routine bill payment calls were tying up support agents and risking exposure of sensitive financial data. To address this, the customer partnered with SmartBots to deploy an AI-driven payments solution using SmartBots’ Payment Processing Support AI Agent (built with SmartBots Studio).

SmartBots implemented an autonomous, bilingual voice agent with PCI DSS–compliant payment handling, CRM integration, inbound/outbound support, and analytics. The solution processes the majority of bill payments, initiates 50–100 outbound calls daily, and handles 30–50 calls per hour versus 8–12 for human agents—dramatically reducing manual workload, improving security, and delivering actionable insights that free staff for higher‑value tasks.