Abstract: The system obtains an undesirable action associated with the UE from multiple undesirable actions, including disassociating from the wireless telecommunication network or seeking another interaction with a representative of the wireless telecommunication network. The system obtains multiple key performance indices (KPIs) associated with the UE or the representative of the wireless telecommunication network. The system obtains multiple groups of representatives configured to connect to the UE, where a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups. Based on the KPIs associated with the UE, the system determines whether a likelihood of the undesirable action occurring is above a predetermined threshold. Upon determining that the likelihood of the undesirable action occurring is above the predetermined threshold, the system connects the UE with a representative from the first group.

Abstract: The system obtains a recording of an interaction between a UE and a representative of a network. The system obtains a summary associated with the interaction, where the summary includes an indication of a topic representing a portion of the interaction, a time when the topic was present in the interaction, and a generator of the portion of the interaction associated with the topic. The system obtains multiple inputs associated with the multiple UEs and multiple representatives. The system provides the summary of the interaction and the multiple inputs to an AI configured to predict a likelihood of a predetermined action associated with the UE. The system receives from the AI the likelihood of the predetermined action. Based on the likelihood of the predetermined action, the system performs an action within a network prior to an occurrence of the predetermined action associated with the UE.