Agents

Customer support for broadband, TV and mobile. Live.

Reads incoming complaints, sets severity, drafts the first reply and routes to the right team. Staff facing.

Talks to customers who are thinking of leaving and finds an offer they qualify for. Customer facing.

Correlates alarms, line tests and cabinet status to find the root cause of a fault. Staff facing.

Writes plain language outage updates and sends them to affected customers. Customer facing.

Forecasts exchange and backhaul load and flags where to add capacity. Staff facing.

Helps new customers choose broadband, TV and mobile, and checks what is available at their address. Customer facing.

Tells existing customers which upgrades they can get and what they would pay. Customer facing.

Explains bills and raises disputes with the evidence attached. Customer facing.

Prioritises overdue accounts and suggests fair payment plans. Staff facing.

Coding assistant for KongNet engineers, routed through the gateway so usage is governed. Staff facing.

Scores prompts and models against test sets before release. Staff facing.

Gives engineers job context, cabinet status and fix steps on site. Staff facing.

Books and moves engineer visits in conversation. Customer facing.

Drafts on brand campaign copy for review. Staff facing.

Finds the reasons customers leave from support and survey themes. Staff facing.

Assembles the evidence on flagged orders for an analyst to decide. Staff facing.

Checks number changes for signs of account takeover. Staff facing.