Smart Skill: Telecom

Remote Troubleshooting


The Smart Skill will help users troubleshoot their devices and services remotely

 

 

remote-troubleshooting

Capabilities

  • The IVA will be trained to help users troubleshoot their device and service related issues.
  • After authenticating the user, the IVA will first fetch the list of services the user owns via the GET SERVICES API.
  • The user will then select the service that is not working as expected.
  • The IVA will perform a first level diagnosis to check the issue via the CHECK ISSUE API.

APIs Needed

GET SERVICES API

Request

Unique user id

{
"user_id": "USRID123"
}

Response

Response will show list of services availed by the customer

{
"user_id":"USRID123",
"services":[
{
"service_type":"wifi",
"plan_id": "SER123",
"plan_name":"abc"
}
]
}

CHECK ISSUE API

Request

User id, device/router/modem number

{
"user_id":"USRID123",
"service_type": "wifi",
"plan_id": "PID123",
"device_type": "modem",
"device_no": "Slow Network"
}

Response

Response will be result of diagnosis

{
"result": "working",
"speed": "[NETWORK SPEED]"
}
Pre-Built Integrations

Pre-built Integrations 

Seamlessly integrate your IVA with the rest of your contact center infrastructure including CRM, ERP, and ticketing systems using our native python-based Code Editor. Seamlessly exchange information between the IVA and other applications using open, flexible Webhooks and APIs.

Omni channel platform

Available on channels 

Be where your customers are by easily streamlining your support across multiple channels. Deliver two-way conversations that are natural, personalized, and contextual from one interaction to the next, across various platforms. Make customer experience seamless while maintaining a unified and consistent brand voice across marketing, sales, service, and support.