← All cases
Contact centres
First-line tech support, solved before it reaches the team
The agent handles incidents, solves the usual queries and hands over the rest with the diagnosis done.
CustomerMy internet hasn’t worked since this morning.
Telecom Grup agentLet’s check it now. What colour is the light on your router?
Before
Every incident came in on the same line, from a router that needed a restart to a real fault, and all waited the same.
Now
Simple queries are solved first time, and real faults reach the team already diagnosed.
What the agent does
A voice agent that identifies the customer, walks through the usual checks and, if that does not fix it, opens a ticket with what was tried.
How it works
- A customer calls
- The agent answers straight away
- Runs the first diagnosis
- The team gets it done
Many calls could be solved in a minute. Now the tech team only gets what is really theirs.
Try it
Better if he tells you himself
Tell Nertus how you work and he’ll show you what your agent could do. If you’d rather have a person show you, request a demo.