Telecom self-care bot
Balance, plan, top-ups and support requests in Telegram — working with a legacy billing system and handing over to operators.
This is a demo scenario: how we would build the solution. Names and data are illustrative — it is not a specific client’s story.
Task
Take routine subscriber questions off the call centre — balance, plan, bundles, top-ups — and leave operators only the complex cases.
Constraints
- Billing is a legacy system with a SOAP API and a request quota.
- Peak load in the first days of the month, when monthly fees are charged.
- Subscriber personal data: access only after the phone number is confirmed.
Solution
- 01
Subscriber identification by the phone number shared in Telegram, linked to the billing account.
- 02
An adapter to SOAP billing with a cache and a queue, so peaks stay within the request quota.
- 03
Top-ups through a payment provider, confirmed by webhook.
- 04
Complex questions go to the CRM as a ticket with the conversation history.
Architecture
- Telegram → Bot API
- Bot API → Self-care backend
- Self-care backend → Billing adapter, Payments, CRM · tickets
- Billing adapter → Billing · SOAP, Cache · queue
- Payments
- CRM · tickets
- Billing · SOAP
- Cache · queue
What it demonstrates
Demonstrates: password-less subscriber identification, working with legacy billing through a quota-aware adapter, webhook-verified payments and operator handover with context.
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