Enterprise-grade · From Intraway
Conversational AI
that speaks telco.
Omniway builds governed AI agents on top of your OSS/BSS — agents that run diagnostics, settle billing disputes and activate services. Real transactions on your stack, every one scoped and auditable, across web, app and WhatsApp.
The shift
Chatbots Talk. Agents Act.
Traditional chatbots either follow scripts or generate answers. Omniway goes further — using governed AI agents that can reason with your data, act across your OSS/BSS, and leave a complete audit trail.
The architecture
One orchestrator.
Many autonomous agents.
Build a specialist for each domain. The orchestrator reads intent, holds context, and hands every turn to the agent that owns it — or to a deterministic flow when the journey can’t be improvised. Add an agent without rewiring the system.
Autonomous, coordinated
Each agent is an expert in its domain with its own tools, knowledge and guardrails. The orchestrator moves the conversation between them and brings it back — the customer never sees a handover.
Deterministic flows
For journeys you can’t leave to a model, the orchestrator routes to a locked, step-by-step path instead of an agent. Same entry point, governed execution.
Act I — The system thinks differently
Open the black box.
intent detection · multi-agent routing · conversation audit
Omniway reads what the customer actually meant — often several things at once — routes each intent to the specialist that owns it, and writes down every step it took. You are never asked to trust the model. You are shown the log.
One brain. Every channel.
web · mobile app · whatsapp · session continuity
The hard part isn’t being present on three channels — it’s the same conversation continuing across a channel switch, with identity, context and in-flight work intact.
Act II — Build without friction
Define the agent,
not the dialogue.
system prompt · tone · goal · guardrails · tools · model
The old way was drawing branches until you’d covered everything. The new way is writing down who the agent is, what it’s for, what it must never do, and what it can reach — and letting it handle the branches.
The same question, restyled by the config above. Tone is a property of the agent — not something you rewrite prompts to chase.
If it has an API,
it’s already a tool.
ai-assisted integration · schema inference · suggested guardrails
Billing, inventory, provisioning, CRM, ticketing — if your team can reach it, so can Omniway. Point it at a spec and it writes the tool definition, names the parameters in plain language, and proposes the guardrails. Integration stops being the project.
esim.profile_transfer
guardrail suggested- Description
- Parameters
- Auth
- Inherited from Northwind OSS connection — OAuth2 client credentials
- Policy
Know what your AI knows.
Fix what it doesn’t.
multi-file ingestion · subject-scoped RAG · improvement recommendations
Omniway continuously analyzes your knowledge base for missing, conflicting, duplicated, outdated, or inconsistent information — then recommends what to fix before it reaches your customers or your agents.
Act III — It compounds over time
Discover what your
customers are asking for.
intent mining · clustering · drafts · human approval
Every competitor answers the questions you anticipated. Omniway discovers the ones you didn’t: it clusters what customers actually asked and failed to get, names the cluster, drafts a complete intent, and puts it in a tray for a human to approve. Nothing goes live on its own.
esim.transfer_device
Subscriber wants to move an existing eSIM profile to a different handset.
- Volume
- 312 conversations / 30d · ↑ 240%
- Today
- 89% escalate to a human · avg 11m 20s
- Owner
- Provisioning Agent suggested
- Tools
- device.compat_check · esim.profile_transfer not integrated
- Knowledge
- No source covers this — article draft proposed
- “how do i move my esim to my new pixel”
- “changed phone, no signal, esim not working”
- “can i transfer my line without going to a store”
Know what’s happening.
And what to do about it.
metrics · journeys · drop-off detection · ranked opportunities
Every vendor shows a KPI row. Omniway also shows the journey — where conversations actually go, where they die, and what it would take to recover them. Every metric arrives attached to a fix.
Governance
Autonomy you can put
in front of a regulator.
Enterprise buyers aren’t afraid the bot won’t answer. They’re afraid it will answer something they can’t explain, can’t audit, and can’t stop. Here is the control plane.
Guardrails
Per-agent hard limits: value caps, forbidden disclosures, mandatory verification, attempt ceilings. Enforced outside the model, not requested inside the prompt.
Data handling
PII detection and masking in transit and at rest, configurable retention, and redaction carried through traces and exports.
Model policy
Choose the model per agent, cloud or on-premise, with data residency honoured. Your customer data is never used for training.
Full audit
Every turn, tool call, retrieval and policy decision recorded and exportable. The same trace your team reviews is the one a regulator can read.
Change control
Agent versioning, sandbox to staging to production promotion, one-click rollback, and prompt diffs between versions.
Human authority
Escalation rules, approval gates, live takeover, and a standing rule that nothing the platform discovers goes live without a person approving it.
Use cases
Vertical-specific value.
One platform, applied across the operations that matter most.
Operator DNA
Built by the people who
already run your OSS.
Not a generic bot bolted onto telecom — a conversational layer that already speaks provisioning, activation and assurance.
Telco native
Understands telecom terminology, services and customer journeys out of the box — no six-month ontology project.
Deep system integration
Connects directly to OSS/BSS, CRM and inventory through Symphonica for real-time action, not just answers.
Enterprise-grade control
AI-driven intent and knowledge awareness, with deterministic, governed execution where it matters.
Human in the loop
Escalates to a live agent at any step with the full conversation and diagnostic context preserved.
Omni-channel
Web, mobile app and WhatsApp — one brain, one configuration, every channel rendered natively.
Fully configurable
Flexible flows, subject-scoped knowledge bases and per-agent model selection, tuned per operator.
See Omniway on your stack.
Tell us a little about your operation and we’ll set up a working session — agents, deterministic flows and the trace, running against your own journeys.
Request received.
Thanks — someone from the Omniway team will be in touch shortly to arrange your session.