The Challenge

The ISP runs one of the region’s largest customer support operations, managing millions of interactions each month in a tightly regulated industry. The scale created significant operational complexity: too many issues still required technician visits, high call volumes strained limited staff, and the team had to define and manage a wide range of distinct conversational flows to meet diverse customer needs. Seeking to deliver a more personalized, agile, and high-resolution service, the ISP had already tried IVR and generic AI solutions, but each had failed to meet the challenge.

The Solution

A comprehensive digital agent designed to:

Diagnose and resolve internet infrastructure issues through automated workflowsSeamlessly schedule technician visits when on-site support is requiredProactively identify and offer relevant product upgrades and service add-ons through intelligent upsell capabilitiesMulti-language support.