Agent-Driven Switching Assistant for Telecom Conversion Workflows
Challenge
YourNavi operated a telecom comparison platform that successfully guided users to the decision stage but lost visibility and control once users entered carrier-owned activation flows. Post-decision conversion rates were near zero, while the client had no instrumentation to understand where users abandoned the process or why.
Carrier switching workflows varied significantly across providers and contained numerous eligibility rules, device checks, activation steps, and failure scenarios. Generic AI chat systems and RAG-based approaches were considered unsuitable because recommendations needed to be explainable, auditable, and aligned with consumer trust requirements.
At the same time, Navi needed a scalable architecture that could support additional carrier paths without rebuilding the system for every new workflow.
YourNavi operated a telecom comparison platform that successfully guided users to the decision stage but lost visibility and control once users entered carrier-owned activation flows. Post-decision conversion rates were near zero, while the client had no instrumentation to understand where users abandoned the process or why.
Carrier switching workflows varied significantly across providers and contained numerous eligibility rules, device checks, activation steps, and failure scenarios. Generic AI chat systems and RAG-based approaches were considered unsuitable because recommendations needed to be explainable, auditable, and aligned with consumer trust requirements.
At the same time, Navi needed a scalable architecture that could support additional carrier paths without rebuilding the system for every new workflow.
Solution
A stateful switching assistant was built on the Wippy runtime to guide users through the Verizon-to-Xfinity switching process using a rules-driven conversational workflow.
The system handles eligibility validation, pre-switch preparation, device compatibility checks, step sequencing, and recovery from common failure scenarios. Every recommendation is tied to explicit carrier rules and decision trees rather than generative output, ensuring recommendations remain explainable and auditable.
A variant-pack architecture was introduced to separate carrier-specific logic from the underlying workflow engine. Session persistence, instrumentation, error recovery, and workflow orchestration remain constant across the platform, while carrier-specific configurations are added as modular variants.
The assistant operates directly on Navi’s infrastructure, with full ownership of configurations and knowledge bases retained by the client. The architecture was designed so internal operators can extend workflows and carrier logic independently without external engineering dependency.
A stateful switching assistant was built on the Wippy runtime to guide users through the Verizon-to-Xfinity switching process using a rules-driven conversational workflow.
The system handles eligibility validation, pre-switch preparation, device compatibility checks, step sequencing, and recovery from common failure scenarios. Every recommendation is tied to explicit carrier rules and decision trees rather than generative output, ensuring recommendations remain explainable and auditable.
A variant-pack architecture was introduced to separate carrier-specific logic from the underlying workflow engine. Session persistence, instrumentation, error recovery, and workflow orchestration remain constant across the platform, while carrier-specific configurations are added as modular variants.
The assistant operates directly on Navi’s infrastructure, with full ownership of configurations and knowledge bases retained by the client. The architecture was designed so internal operators can extend workflows and carrier logic independently without external engineering dependency.
Results
The platform now runs as a production switching assistant handling the Verizon-to-Xfinity workflow through a guided, stateful user experience.
For the first time, Navi can observe where users pause, abandon, or encounter friction during the switching process. The instrumentation layer captures step completion times, abandonment events, and behavioral patterns across the full conversion journey, creating a structured dataset that did not previously exist.
The variant-pack architecture established a repeatable framework for adding future carrier paths without rebuilding the workflow engine. Navi’s team owns the runtime, knowledge bases, and configuration system independently, allowing future expansion without vendor lock-in.
The platform now runs as a production switching assistant handling the Verizon-to-Xfinity workflow through a guided, stateful user experience.
For the first time, Navi can observe where users pause, abandon, or encounter friction during the switching process. The instrumentation layer captures step completion times, abandonment events, and behavioral patterns across the full conversion journey, creating a structured dataset that did not previously exist.
The variant-pack architecture established a repeatable framework for adding future carrier paths without rebuilding the workflow engine. Navi’s team owns the runtime, knowledge bases, and configuration system independently, allowing future expansion without vendor lock-in.
