More than a chatbot, HubTalk combines conversational AI with BroadHub® to deliver intelligent, actionable customer service around the clock.
CARLSBAD, Calif., October 28, 2026 – GLDS, a leading provider of broadband management software, today announced the introduction of HubTalk™, an AI-enabled customer engagement solution designed specifically for broadband service providers.
Unlike conventional AI chatbots that primarily answer questions, HubTalk is designed to function as a virtual Tier 1 Customer Service Representative (CSR). Natively integrated with GLDS BroadHub®, HubTalk connects conversational AI with real subscriber information, billing data, service operations, network diagnostics, and provider-specific business rules.
The result is an intelligent customer service experience that goes beyond providing answers to helping resolve the everyday issues that traditionally require a live representative.
AI That Can Actually Do Something
For broadband providers, routine customer inquiries represent a significant portion of daily support activity. Questions about bills, payments, appointments, outages, and service performance consume valuable CSR resources, even when the information needed to resolve them already exists within the provider’s operational systems.
HubTalk changes that dynamic.
Using the same BroadHub information and connected systems that support human CSRs, HubTalk can help subscribers:
-
- Understand account balances, billing information, and payment status.
-
- Review scheduled appointments and work orders.
-
- Check service status and receive outage-related information.
-
- Troubleshoot common connectivity issues using integrated diagnostic capabilities.
-
- Get answers based on the provider’s specific services, policies, and procedures.
These interactions take place through a single, conversational interface, without requiring customers to navigate multiple systems or wait for a representative to become available.
“Most broadband providers don’t need another chatbot that simply answers questions. They need technology that can actually help their customers,” said Garrick Russell, President of GLDS. “HubTalk brings the intelligence of BroadHub and our connected operational systems directly into the customer conversation. It represents a meaningful step forward in how broadband providers can serve their subscribers.”
Extending Customer Service, Not Replacing It
HubTalk is built around a simple principle: automation should make customer service better, not less personal.
By handling routine, repetitive Tier 1 interactions, HubTalk allows broadband providers to make assistance available around the clock while reducing the operational burden on their support teams.
Just as importantly, HubTalk recognizes that some interactions require a person.
When human assistance is appropriate, HubTalk can transfer the conversation to a live CSR, preserving customer identity and conversation history so the representative can continue with the context needed to help.
This approach allows CSRs to spend less time answering repetitive questions and more time resolving complex problems, building customer relationships, and delivering the personalized service subscribers value.
Built on BroadHub. Purpose-Built for Broadband.
HubTalk is not a standalone AI application added to an existing support environment. It is a native extension of BroadHub, GLDS’ integrated broadband Business Support System (BSS), and the network and operational platforms already connected to it.
That foundation matters.
By combining customer management, billing, service delivery, and third-party operational intelligence, HubTalk can provide context-aware assistance informed by the same systems that power the broadband business.
For fiber providers, municipalities, electric cooperatives, and other broadband operators, this creates an opportunity to scale customer support without proportionally increasing the demands placed on their service teams.
HubTalk reflects GLDS’ approach to artificial intelligence: apply AI to proven broadband workflows, empower customers to solve everyday problems, and preserve human involvement where it matters most.
Learn More About HubTalk
Broadband providers interested in learning how HubTalk can extend their BroadHub customer service capabilities are invited to schedule a demonstration or contact sales@glds.com.
About GLDS
GLDS provides integrated broadband management software for subscriber management, billing, provisioning, customer engagement, and service delivery. With more than four decades of industry experience and over 875 deployments worldwide, GLDS helps broadband providers automate operations, improve the subscriber experience, and scale their businesses with confidence.
Download the HubTalk Fact Sheet
The fact sheet will be emailed to the email address you provide.
