- Calix added new AI workflows for campaign creation, upsell recommendations, troubleshooting and network remediation
- The company said the tools are designed to bring marketing, support and operations teams into shared workflows
- Subscriber self-service capabilities are planned for future release through the CommandIQ mobile app
Calix has expanded its Agent Workforce Cloud platform, adding a new set of AI-enabled workflows intended to help broadband service providers improve coordination across marketing, customer support and network operations teams. The updates build on AI workflow capabilities the company introduced earlier this year.
According to Calix, the latest release includes workflows designed to help providers identify subscribers who may be ready for additional services, create targeted marketing campaigns and generate personalized offers. The company said these capabilities are intended to support subscriber growth and revenue expansion efforts.
The platform also adds AI-assisted troubleshooting workflows that combine subscriber and network information to help support agents investigate and resolve service issues. Calix said the goal is to speed issue resolution during outages and service disruptions by giving support teams additional context during customer interactions.
For network operations teams, new workflows focus on identifying potential network issues earlier and helping staff prioritize remediation efforts. The company said the tools combine network health information with subscriber-related data to provide a broader view of service impacts.
A future enhancement will extend AI-powered assistance directly to subscribers through the CommandIQ mobile application. Calix said subscribers will be able to identify problems, review recommended actions and approve changes through a guided self-service experience.
The expansion reflects a growing focus among broadband providers on moving AI initiatives from limited pilot programs into day-to-day operations. Calix said its Agent Workforce Cloud is designed to embed AI into existing business processes rather than requiring employees to adopt entirely new workflows.
Calix said the Agent Workforce Cloud runs on its AI-native Calix One platform, which the company said processes more than a petabyte of data each day and executes more than 4.3 billion workflows annually. The vendor positions the platform as a way for service providers to increase average revenue per user, improve customer retention and reduce operating costs through AI-driven automation.