KongNet support agent
Customer support agent for KongNet broadband, TV and mobile.
Status: 🟢 Live, running on the gateway today
Audience: Customer. Department: Customer Care. Endpoint: POST /agents/support/invoke
Skills
- Proactive account greeting: Loads the customer's profile, products, service health, network status and open tickets through Kong MCP and opens the conversation with any live outage, fix estimate and ticket reference.
- Fault diagnosis and self serve fix: Searches the knowledge base, runs a remote line test and a wifi channel scan, and reads back the numbered steps that apply to the customer's router model.
- Ticket creation and updates with consent: When a fix does not work or the customer asks for a person, summarises what was tried and creates a ticket after the customer confirms, or adds a note to an existing open ticket instead of raising a duplicate.
- Router reboot with consent: Reboots the customer's hub remotely after an explicit confirmation.
- General questions: Answers general questions about KongNet services, bills, contracts and routers from the help articles on a small templated model that carries a semantic cache.