Use cases Telecommunications
Use case · Illustrative
Plan-change and entitlement agent
An agent moves customers between plans. The billing change lands; the entitlement never follows, and reconciliation will never say so.
01The workflow
An AI agent changes plans, applies retention offers, and grants or revokes features across billing and the entitlement service.
02The rule that must hold
entitlements[account] == entitlements_of(plan[account])
What an account can use always matches the plan it is actually on.
03How it breaks
- A customer downgrades. The agent changes the plan in billing, and the change commits.
- Revoking the premium entitlement is a separate call to a separate service, and it fails after the billing change.
- An approval for a retention discount, granted for a different decision, is still valid and is applied as well.
- The account now pays for the basic plan, keeps premium features, and carries a discount no one approved for this change.
- Reconciliation compares each system with itself and finds nothing wrong.
04Why monitoring misses it
- Task successEvery agent completed; nothing errored or retried.Healthy
- Distributed tracingOne clean trace per action; every span OK.Healthy
- ReconciliationNo lag, no drift, no duplicate keys.Healthy
- The ruleWhat an account can use always matches the plan it is actually on.Broken
05Reproduced in the lab
Each failure mode below is reproduced deterministically in the public Agent Control Lab and can be run by its id.
06What we would engineer
Entitlements derived from the active plan by one owner, rather than granted and revoked by separate flows.
State & Side Effects →Retention offers approved for one decision and a deadline, so an approval cannot outlive the case it was granted for.
Authority & Permissions →A standing check that every account’s entitlements match its current plan.
Business Outcomes →
07What the diagnostic delivers
- The rules this workflow must keep, written down and classified.
- For each rule, the system that can enforce it, or the gap where none can.
- Priority failure modes reproduced where feasible.
- An ordered hardening plan.
Boundary Illustrative engagement, not a client engagement or a measured production result. The failure modes listed are reproduced in the public lab.