Service triage in the contact centre
The case arrives sorted by intent and routed, with the account context on the agent's screen, linked to source. The agent spends the call on the customer, not the search.
AI built into the workflows your customers touch - service, loyalty, retention.
For Tier 1 operators. Measured on resolution time, escalation rate, and cost per contact.
An agent reads the customer's intent, hunts the answer across several tools, and escalates when the one person who knows is off shift. In one high-volume support operation, putting that work inside the workflow cut resolution time 35%.
They became a natural extension of our functional teams and a working-level partner, allowing us to deliver in a very collaborative mode.
Service, loyalty, and the forms nobody can change are where your customers run out of patience.
Loyalty and retention operations
At TELUS, the loyalty portal was rebuilt so marketing changes the catalogue and promotions without a developer. Portal traffic rose 30% and Wishlist page engagement 70%.
Forms, documents, and back-office decisions
At Rogers, every new customer form needed a developer and weeks of lead time. On the self-serve platform, product owners deploy forms in hours, saving $1.34M a year.
Telecommunications work that is running today.
Telecom Generative AI Customer Support
Canadian Telecommunications LeaderRunning live
Intent-based chatbots and manual agent lookups replaced with LLM-driven conversations and real-time agent assistance, deployed inside the existing contact centre infrastructure.
3xfaster information retrieval for agents in live customer interactions
Cutting Contact Centre Handle Time with AI-Grounded Knowledge Search
Leading Canadian telco providerRunning live
A fragmented, end-of-life knowledge base replaced with an AI-powered platform that gives frontline agents fast, accurate, source-traceable answers. Agent search time reduced 30 to 40%, with handle time and offshore support costs falling with it.
30 to 40%reduction in agent search time across the contact centre
Eliminating Developer Dependency from Document and Form Workflows
Rogers CommunicationsRunning live
Legacy form production workflows replaced with a self-serve platform - empowering product owners to create, configure, and deploy forms in hours instead of weeks, saving 200+ hours per use case.
$1.34 Mannual cost savings
Shifting Loyalty Program Operations from Developer-Dependent to Team-Driven
TELUSRunning live
Loyalty portal redesigned to shift operational control from development teams to marketing - enabling independent management of catalogues, promotions, and partner integrations while improving portal traffic by 30%.
30%increase in portal traffic
Why it holds up in telecommunications.
We have built inside Rogers and TELUS before
Before AI, Architech built the systems Tier 1 operators run on: Rogers One Number for 9 million wireless customers, TELUS's B2B services and Business Marketplace.
See the systems we have builtRetention is won in the workflow, not the offer
A save call fails when the agent cannot see what the customer already pays for and what they were promised. The redesign puts that on one screen before the offer is discussed.
Whatever the sector, the delivery model is the same.
It runs in your systems, not ours
The code lives in your repository and your cloud, whether that is Azure, Google Cloud, or AWS, behind your own access controls. There is no Architech platform to lock into.
Controls built into the workflow
A person signs off where it matters, access is scoped by role, and every action is traceable. The AI Foundations Blueprint proves how AI reaches your data before any build begins, so your security lead sees the pattern before code is written.
Measured against your KPI, on a clock
Outcome Assurance ties the system to the business metric the workflow was built to move, not to model scores. From the start of a Transformation Blueprint, the first workflow is typically live in 5 to 7 weeks. If the KPI does not move, the workflow is not done.
What telecommunications leaders ask before starting.
- We run several brands on one platform. Do you roll out to all of them at once?
- No. One brand or one queue proves the workflow and the number. The others reuse the same build and the same test set, checked before each brand's customers see it.
- Can this go live in a 24/7 operation without a cutover risk?
- Yes. Nothing is cut over. The redesigned path takes a slice of traffic first, with the old path still there, and the slice grows only when the numbers hold.
- What about CRTC obligations and the records we have to keep?
- They shape the design. What must be recorded, retained, and produced on request is written into the workflow during the Blueprint week.
Free · About 2 minutes
What is the status quo costing you?
Pick the workflow that matters most and set the sliders to how the work runs. Every figure is built from your own numbers, not our projections.
No savings promises. A structural read on how much of one workflow's annual cost sits in the steps AI typically touches.
Open the cost calculator
Built entirely from your own numbers. The diagnostic later opens pre-filled with what you set here, so nothing is asked twice.
What you get
- A dollar figure for what one workflow costs to run for a year, at your settings
- The cost of waiting, projected over the months until you act
- The share of that cost sitting in the steps AI typically touches: sorting, routing, looking things up, and drafting
- A one-page summary you can download and forward to a CFO or CEO
- A direct hand-off into the diagnostic, pre-filled with what you set
Tell us what's slowing your operation down.
Name the part that costs too much or takes too long. We come back with where AI can move the number and how an AI Jumpstart would scope it.
For Telecommunications operations.
Prefer to talk to an engineer first?
Talk to an AI EngineerRedesign the telecommunications workflow that matters most.
Three weeks, executive-led, paid. The AI Jumpstart ends with the two or three places AI would pay for itself, what each is worth, and a clear go or no-go. If one moves into a Transformation Blueprint, the Acceptance Guarantee applies: criteria agreed in Week 1, no fee if the Blueprint's outcomes are not accepted.
