Network Support Call Automation POC
Using voice AI to automate troubleshooting calls and streamline incident response workflows.
Response Time
85% reduction in response time to incidents
Resolution Rate
70% successful first-call resolution rate
Availability
24/7 coverage for incident response
Documentation
Complete conversation logs for analysis
The Challenge
A network monitoring company struggled with their incident response process. When devices went down, operators had to manually place calls, guide users through troubleshooting, and update tickets. This process was time-consuming and tied up valuable staff resources.
They needed an automated system that could handle the complete incident workflow while maintaining high-quality support.
Our Solution
We built a voice AI system that automates the complete incident response workflow, from ticket processing to making troubleshooting calls and updating tickets.
Key Features
- • Automatic ticket processing and data extraction
- • Automated voice calls to on-site personnel
- • Step-by-step troubleshooting via natural conversation
- • Automatic ticket updates based on call outcomes
- • Escalation ticket creation when needed
Technical Architecture
- • Natural Language Processing for conversation handling
- • Text-to-Speech and Speech-to-Text processing
- • Ticket system integration
- • Conversation logging and analytics
- • Machine learning for continuous improvement
Long-term Impact
The solution improved operational efficiency while creating a valuable dataset of troubleshooting conversations. This data helps enhance the AI's effectiveness through machine learning, leading to better resolution rates and more natural interactions over time.
The AI can understand technical context, provide clear instructions, and make decisions based on user responses, making it more effective than traditional automation solutions.