Challenge
Roaming operations teams face mounting pressure to react quickly when travelers experience issues, especially high‑value segments such as corporate business subscribers. But diagnosing roaming complaints can sometimes be slow and fragmented.
Critical mobility data is scattered across multiple systems, including Steering of Roaming logs, Welcome SMS records, network registration reports, and technology‑specific events such as VoLTE or 5G activation. When a roamer reports poor service, teams must manually collect and cross‑reference these sources to reconstruct the user journey.
This process is time‑consuming, prone to gaps, and often delays customer resolution, putting satisfaction, SLAs, and retention at risk.
Solution
TOMII’s User Journey AI Agent brings all roaming journey intelligence together in one conversational assistant.
Designed as a specialized GenAI Agent, it continuously tracks key mobility events across the entire roaming lifecycle, including:
- Travel start and end registrations.
- Country and network changes.
- Technology transitions (VoLTE, 5G, 3G fallback, etc.).
- Welcome‑SMS events or any customer communications.
- Coverage‑loss incidents, failed registrations, and other incidents.
Operational teams simply ask TOMII for what they need: “Show me the detailed roaming journey,” “Where did the user travel?”, “Any major incidents?”, “What happened around this timestamp?”
TOMII instantly retrieves and reconstructs the journey with clear, chronological insights. It eliminates the need to run multiple reports or dig into raw logs, enabling immediate visibility into customer experience and network behavior. Our expertise ensures that relevant, quality data powers the AI to deliver accurate, informative, and measurable business value.
Result
With TOMII’s User Journey Agent, the operator gained:
Faster issue resolution
Teams solve customer complaints in minutes rather than hours, enabling swift responses to high-value roamers and improving SLA performance.
Unified visibility
All major mobility events are centralized and easy-to-access, reducing operational friction and removing dependency on siloed tools.
Improved customer experience
Faster answers and more accurate diagnostics lead to improved traveler satisfaction, fewer escalations, and stronger retention, especially for premium segments.
Higher operational productivity
By automating manual investigation work, teams free up time to focus on strategic tasks and proactive network improvements.
Explore TOMIA’s AI‑driven approach to smarter roaming here.
