Airties launches Aura AI engine for telecoms support

Airties launches Aura AI engine for telecoms support

Airties has launched Aura, an artificial intelligence engine for internet service providers that diagnoses and fixes connectivity issues in homes and small businesses. Turknet is the first operator to deploy the system across households using Airties' Home platform, part of a broader effort to make customer support more proactive.

Aura spans Airties' portfolio and automates parts of customer care, network operations, marketing and subscriber self-service. It analyses connectivity, device and application data from residential and small business networks, then recommends or takes action based on operator-defined controls.

What Aura does

The new engine combines existing automation features into a single system that can move from identifying faults to resolving them with less human intervention. Airties is positioning the product around a growing push by telecoms operators to use artificial intelligence in day-to-day network management and customer support.

That approach reflects a wider effort across telecoms to cut support costs, reduce engineer visits and improve customer retention, particularly as home networks grow more complex and users expect more reliable broadband.

"We have combined and evolved our existing AI automation features into one agentic AI engine which transforms connectivity insights and actions into autonomous data intelligence," said Metin Taskin, Chief Executive Officer and Co-Founder of Airties.

Aura is built on data drawn from more than 50 million connected homes and businesses. The system can tailor its output to different users within an operator, such as a concise summary for a call centre agent, a fuller diagnostic view for an engineer, or a plain-language explanation for a broadband subscriber using a self-care app.

Operational focus

Rather than limiting the technology to chat interfaces or analytics dashboards, Airties is aiming to link diagnosis directly to operational action while allowing operators to decide which tasks run automatically and which still require approval. This human oversight is intended to provide transparency and allow gradual adoption as operators become more comfortable with automated workflows.

"Agentic AI becomes deployable when it is grounded in trusted data and the right governance controls," said Sachin Chickballapur, Chief Technical and Product Officer of Airties. "That grounding comes from two decades of Airties' Wi-Fi and connectivity domain expertise built directly into how Aura reasons and acts."

The software also integrates with existing operator workflows, including the company's Careview interface, where it can surface AI-generated summaries and recommended actions. For customer care teams, it can pair diagnostics with suggested next actions based on data from the operator's wider subscriber base - a feature directly relevant to those exploring AI for Customer Support.

For marketing teams, Aura can help identify behavioural trends, support personalised service offers and flag churn risk. For network engineering teams, the engine can support firmware rollout and rollback management, remote troubleshooting, targeted configuration testing and real-time monitoring of key performance indicators.

First deployment

Turknet, which Airties identified as the first operator to deploy Aura within the Airties Home platform across households, said the rollout is part of a broader effort to make customer support more proactive. Cem Celebiler, Chief Executive Officer of Turknet, said the company views AI as "a powerful enabler of better decision-making and continuous improvement in customer experience."

Airties counts operators including AT&T, Cox, Deutsche Telekom, Telia, Telstra, T-Mobile US and Vodafone among its customers. Aura is intended for use across both home and small business environments, where operators are under pressure to handle more support interactions remotely and improve service quality without increasing field service costs.

Airties said the system is designed to improve first-contact resolution, identify issues proactively, reduce truck rolls and repeat visits, and lower churn by addressing problems before subscribers decide to leave. For subscribers, the software can sit inside operator apps and guide users through common fixes in plain language, including tasks such as restarting a node or setting up a guest network, without calling support.

Why this matters for customer support teams

If you work in a support role, Aura's design signals where telecoms support is heading: fewer repetitive troubleshooting calls, more AI-generated summaries on your screen, and an expectation that you'll act on suggested next steps rather than start from scratch. Call centre agents get concise summaries instead of raw diagnostic data, while supervisors evaluating AI for Call Center Supervisors should watch how operators balance automated actions with human approval controls. The key takeaway: support teams will increasingly manage AI-driven workflows rather than manually diagnose every issue, and the operators that adopt these tools early will set the pace for first-contact resolution and churn reduction.