Executive Walkthrough
A customer experiences poor internet performance. Traditionally, resolution means five manual steps and days of waiting. Agentic AI completely changes the experience: it understands the issue, gathers network context, uses multimodal diagnostics and resolves problems autonomously.
Want the customer's point of view instead? Open the User Demo for the full guided router-reset conversation.
Why it exists
Home internet faults generate the highest call volume and the most expensive truck rolls in telecom. Most of them are resolvable remotely — if someone can see the network, the devices and the gateway at the same time.
What it does
An orchestrator agent interprets the customer's own words, dispatches specialist agents in parallel, requests multimodal evidence such as a photo of the modem, then executes the fix on the network and confirms it with the customer.
How it changes support
Support shifts from a queue of tickets handled by humans to autonomous resolution, with people reserved for the small share of faults that genuinely need a technician on site.
The Agents Involved
Four specialist agents work in parallel under an orchestrator, with a fifth agent for assisted resolution when a site visit is genuinely required.
Consults: Customer profile, Service tier, Equipment, Previous tickets, Home topology.
Consults: Fibre status, Service health, Last 24 hours performance, Telemetry.
Consults: WiFi channels, Device congestion, Coverage maps.
Consults: Camera capture, Computer vision analysis, LED state model.
Consults: Technician inventory, availability, routing, customer preferences.
Live line telemetry
MonitoringSampling every 0.70sScenario: Fibre degradation — Optical signal drifting out of spec — intermittent dropouts and buffering.
Business Outcomes
Modelled impact once agentic resolution handles first-line home internet faults.
Microsoft Architecture
The solution runs entirely on Microsoft cloud and AI services, from the customer experience layer down to network operations and field dispatch.
Full layer-by-layer view on the Architecture page.