Fault-ticket triage agent for a regional fibre provider
Regional full-fibre broadband provider, South West England
- Challenge
- Every fault report, whether from the customer app, email or the call centre, landed in one queue where a second-line engineer read it, checked line diagnostics, and decided whether to dispatch. Engineers spent most of their shift on tickets that turned out to be router reboots or planned outages.
- Solution
- We built an agent that reads the ticket, pulls line diagnostics and the outage register, and sorts it into resolved-remotely, needs-engineer or needs-human-judgement, with its reasoning attached. Remote fixes are pushed automatically; dispatches still need an engineer's sign-off. Every decision is logged for review.
- Results
- Tickets closed without engineer involvement rose from 18% to 44%
- First customer update now within 25 minutes, previously 6 hours
- Unnecessary truck rolls reduced by around 120 a month
