Teneo.ai
Persona BriefingFor the VP of Customer Experience
What your CEO is going to ask you in the next 90 days — and what to have ready.
Book a 15-minute CX briefing
CONTEXT
The conversation thatjust changed for you
The Pressure Point
Charter has already publicly committed to onshore Cox call center operations within 18 months as a condition of the merger. Your peers are already being asked: "what is our equivalent commitment?"
PRESSURE TEST
The three questions your CEOis about to ask you
What percentage of our customer calls are currently offshore?
If the FCC sets the cap at the 30 percent illustrative level, what is the operational and CSAT impact?
What does the relocate-vs-automate-vs-hybrid math look like for you?
PATTERNS
What CX leaders at peercarriers are doing
Three patterns are emerging:
Hybrid is the consensus.
Even the labor union (CWA) and the analysts publicly criticizing AI displacement acknowledge that full onshoring at US labor rates is operationally and economically impossible inside 18 months. The hybrid path — automate the calls that resolve, route the complex ones to onshore humans — is where the industry is landing.
CSAT is
the wedge.
CX leaders who frame onshoring as "moving the same scripted experience to a more expensive geography" are losing the argument. The leaders winning it are framing it as: we are using AI to resolve more calls on the first contact, so the calls that need a human get a US human with time to actually solve the problem.
The disclosure label is the deadline.
Forget the 12–18-month FCC final-rule horizon. The moment carriers start publishing their US-percentage on their broadband label, market dynamics force everyone to move. Plan for that, not the rule date.
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A peer call. No pitch.
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Options
The three options on the table
Relocate fully
Bring all customer service back to US labor rates within 18 months
Operationally implausible at scale. Charter–Cox is the only major carrier that has committed to it publicly.
Automate
Use AI to handle the volume that resolves automatically; freeze offshore headcount; do not relocate
Cost-effective but exposes you on the disclosure label. Pure-play automation without onshore human backup will draw FCC scrutiny.
Hybrid
AI handles the volume that resolves; complex/sensitive calls route to onshore human agents; offshore footprint reduces over time
Where the industry is landing. Lets you tell the CSAT story AND the regulatory story.
PREPARATION
What to have ready inthe next 30 days
A snapshot of your current onshore-vs-offshore call mix by call type
A rough estimate of what percentage of your inbound volume is "resolvable without a human" — billing inquiries, plan changes, password resets, basic troubleshooting
A view on which call categories the FCC will mandate as US-only (sensitive transactions: passwords, MFA, SSN, payments) — these are non-negotiable
A position on what your broadband label disclosure will say — and what story you want it to tell
A short-list of voice AI partners who can handle the resolution layer at carrier scale (you will be asked who is on it)
TENEO
Where Teneo fitsin your hybrid plan
Teneo is the resolution layer that makes the hybrid model work. We resolve customer interactions accurately, in the customer's language, at first contact. Published outcomes from our deployments include 99% first contact resolution and automation of up to 100% of Level 1 support and over 50% of Level 2. We integrate with whatever CCaaS you already run; we are not a contact center replacement and not a deflection tool.
If you are building the answer to "what is our hybrid plan," we would like to be one of the conversations on your way to it.
Level 1 support automated
Level 2 support automated
First contact resolution
Operational cost reduction
Typical deployment timeline
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FCC NPRM 26-16 was adopted on March 26, 2026. Public comments are due May 26, 2026; reply comments are due June 22, 2026. Final rules are expected 12-18 months out and may differ materially from the proposal. This page reflects our reading of the rule as of publication.