An agent for "my internet is not working". It checks for a known outage first, walks the customer through your approved diagnostic steps one at a time, reads the line's status where your systems allow, and books an engineer or routes the case when the steps do not fix it.

A broadband fault call follows a script. Is the router on, which lights are showing, have you restarted it. The customer has already done all of this. Twenty minutes in, it turns out there is an outage in their area that the network team knew about an hour ago. The steps are sensible. Running them in the wrong order, by voice, for every caller, is what makes the experience bad.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the runbook-driven diagnosis that runs in our IT helpdesk demonstration on test data: questions from an approved runbook, one permitted fix after consent, and escalation with a trace when it does not work. Line tests, outage data and engineer booking are not built.

02Telecom support agent

Six jobs it carries through

01Outage check first

Checks for a known problem before anything else.

Known outages at the address
Planned maintenance
The published estimate
No diagnostics during an outage

02Account and service check

Rules out non-technical causes.

Identity confirmed
Service active or suspended
Recent changes to the account
Routed to billing where relevant

03Guided diagnostics

Follows your approved steps.

Asks what was already tried
One step at a time
Photos of the equipment's lights
Stops when the answer points elsewhere

04Line status and resets

Uses what your systems permit.

Reads line and equipment status
A remote reset from your permitted list
Only with the customer's consent
The result reported plainly

05Engineer booking

Books a visit when one is needed.

Only after the runbook says so
From real engineer availability
With the diagnostics attached
Access instructions collected

06Case continuity

Keeps one case for the fault.

Everything tried so far
Recognises a repeat contact
Escalates a recurring fault
A summary for the next person

03Step by step

From the First Signal to the Record

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

STEP 01

Customer writes

A customer reports that their home broadband stopped an hour ago.

STEP 02

Outage checked

There is no known outage at their address and no planned work.

STEP 03

Account checked

The service is active and nothing changed on the account.

STEP 04

Diagnostics run

They have already restarted the router. A photo shows the line light off.

STEP 05

Reset tried

With consent, a remote line reset from your permitted list is run. The light stays off.

STEP 06

Engineer booked

An engineer visit is booked from real availability, with the diagnostics attached.

→Book a meeting

Walk One Real Case Through It

Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.

Book a 30-minute call Request a quoteBring one real case. No slide deck on either side.

04The gap

Six Things That Slow This Down

The script before the outage check

Twenty minutes of steps during a known network fault.

Steps the customer already tried

Nobody asks what they did before calling.

Lights described by phone

"The second one is sort of orange."

Repeat calls

The customer explains everything again to the next agent.

Engineer visits that were not needed

A visit is booked for a fault a line reset would clear.

Account issues disguised as faults

The service was suspended for non-payment.

05Operating boundaries

Outage Check First, Then Only Your Approved Steps

The agent's order of work is fixed: known outages, then the account, then diagnostics from your runbooks. It runs a remote action only if it is on your permitted list and the customer agrees, and it reports honestly when the action did not fix the fault.

It does not change a customer's service, plan or equipment settings beyond that list, and account disputes go to the account team.

Outages checked before diagnostics
Steps from your runbooks only
Permitted remote actions only
Consent before any action
Visits confirmed by your system
One case per fault

06Scope

The Systems Around It

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

Network status

Outage and maintenance data

Customer system

Accounts, services and status

Network tools

Line tests and permitted remote actions

Runbooks

Your approved diagnostic procedures

Field service

Engineer scheduling

Channels

App
WhatsApp
web
phone

07Questions

Straight Answers

The pattern is shared: runbook, questions, one permitted fix, escalation. The helpdesk serves employees on company devices. This agent serves customers on your network, starts with an outage check and can end with an engineer at their door.

Utilities deal mainly with accounts, readings and outages. Telecom faults are diagnosed interactively with the customer's own equipment, which makes guided diagnostics the centre of this agent.

Where your network tools expose a test or a reset, and it is on your permitted list, yes, with the customer's consent. Where they do not, it works from what the customer reports and shows.

Not as software yet. This page describes a proposed workflow. It would reuse the runbook-driven diagnosis that runs in our IT helpdesk demonstration on test data: questions from an approved runbook, one permitted fix after consent, and escalation with a trace when it does not work. Line tests, outage data and engineer booking are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

Start a project

Listen to Ten Fault Calls

Count how many minutes passed before the outage or account check, and how many steps the customer had already tried.

Start an AI agent project Book a free 30-minute consultation

Response within 24 hoursFree consultation and scopingNDA available on request