Customers expect more than networks and neat bills. They expect their phone to just work. When it doesnโt, they sometimes blame their mobile operator and many will consider switching because of it. The good news: the app can be more than a portal. With the right Telco AI, it can be an always-on service concierge that fixes problems, offers smart consumer alternatives and keeps customers loyal.
The emerging necessity of device care
Device care is the third pillar of customer experience, right alongside network performance and billing clarity. It matters because device problems are common and costly: about 20 percent of customers experience a device issue each year. Hereโs how customers respond to it and the potential negative experiences they sometimes face:
These numbers turn device trouble into a churn risk operators canโt ignore.
Why the app is the device care bastion
The mobile app sits where customers live: on the device itself. An app-based approach allows mobile operators to offer their customers the opportunity to self-resolve quickly. Itโs also what customers prefer, with 60 percent preferring to get service in the app fully or partly. For troubleshooting a device issue, a further 74 percent of customers indicated they would prefer doing it in an app, right on their phone.
Critically, the app also holds the user behavior data to extract insights and guide the customer to the appropriate resolution. Naturally, any device care-related service should at least start in the app. What serves as the conduit to convert the on-device insights into a superior device care experience in the app is AI.
Agentic AI for device care: practical, not magical
AI for telcos can sound vague in nature for customer-facing applications. But for device care itโs an effective tool to help solve issues and strengthen customer loyalty โ an always-on concierge that sits in the app and engages the customer.
Telco AI turns smartphone diagnostic signals into actions by interpreting them, and with direction, can pinpoint the issue and guide customers to the right resolution โ and even be proactive about it.
An always-on concierge can guide a customer through a quick diagnostic flow in the app, or hand the troubleshooting event data to a store or call center rep when necessary. For example, the AI concierge can pick up an unusual draining battery signal, alert the user and guide them through a journey to a simple fix or surface a trade-in or repair offer when that makes sense or escalate to a rep to help resolve it in the event itโs complex. That kind of always-on, signal-driven intelligence reduces friction and makes support faster and smarter, improving customer troubleshooting experience.
MCE: agentic, omnichannel, and ready to deploy
MCE builds telco AI that acts like a service concierge inside your app โ proactive, context-aware and tied to store and contact center workflows. Our approach is practical: capture device signals, run light-weight AI models and push the right next step, even if it includes handoff from the app to the store or call center rep. That means fewer repeats, faster resolutions and higher NPS. If you want to see how device care powered by AI can protect customers and revenue? Learn more about MCEโs device care and service AI solutions.
