Covalense Digital Launches Csmart Agentic BSS Overlay
Covalense Digital, a digital solutions and engineering company, today launched the Csmart Agentic Business Support System (BSS) Overlay, an intelligent orchestration layer for agentic capabilities.
The Csmart Agentic BSS Overlay sits above the systems operators already run, creating a common foundation for intelligence, conversational business insight, and AI agents to work across fragmented customer, product, order and revenue processes.
The overlay is built on a TMF SID-aligned canonical data model, it creates a governed, continuously current view across those systems, applies telecom-specific intelligence, and provides the foundation for agents to assist users and execute actions across the business. A library of machine learning models supports key telecommunications use cases, including churn prediction, next-best action and offer, sentiment analysis, and customer segmentation. A semantic knowledge layer makes the underlying business data model conversational, so users can query governed information and get consistent answers.
Csmart AI 360° gives product, sales, marketing, care, operations, finance, and executive teams a persona-specific view of the business, supported by pre-built agents and configurable, no-code multi-agent workflows, from designing and launching offers to day-to-day execution and ongoing optimization. An integration layer using APIs and MCPs lets approved actions run in the underlying BSS, while policy, eligibility, human approval, spend limits, and audit trails keep the operator in control.
The entire suite gives customer service teams one working screen with customer context, churn propensity, next-best action, and resolution guidance in one view. Routine requests can be resolved automatically; complex cases are handed over with full context and human approval. For product, sales, marketing, and executive teams, offer performance is visible as it happens, with AI-assisted support for designing and launching offers and assistants that draw on the same shared view of the business for real-time insight and decision support.
"Our goal with the Csmart Agentic BSS Overlay was to make AI useful inside the BSS, not just put an AI interface on top of it," said Rakesh Nair, senior director of AI and solution engineering at Covalense Digital, in a statement. "We bring BSS data into a common context, apply telecom-specific intelligence, make that information conversational, and give teams agents that can connect back to the systems running the business. The journey goes from asking a question to understanding what is happening to taking an action while the systems an operator already runs stay exactly where they are and the operator stays in control."