AI Insights

4 new · 0 actioned

ServiceNewCritical

INC-1048 is driving 31% of today's Fiber repeat contacts.

17 repeat contacts in the last 2 hours are associated with INC-1048. 14 affected customers have not received the revised 16:30 restoration ETA.

Evidence

INC-1048 active since 12:4417 repeat contacts correlated14 customers without updated ETA9 existing cases linked

Affected

17 customers

16:00
OperationsNewHigh

6 cases appear to be duplicates of active network incidents.

Cases are being created for customers already covered by INC-1048. This creates unnecessary work and risks contradictory communications.

Evidence

6 cases with same geographySame service degradation windowSame incident INC-1048AI correlation confidence: High

Affected

6 cases

15:45
OrdersNewHigh

4 Fiber installation customers contacted Care after provisioning failed, but no proactive status update was sent.

Customers are discovering delays by contacting Care rather than being proactively informed. This increases contact volume and reduces satisfaction.

Evidence

ORD-77421 and 3 othersONT registration failureNo outbound notification sent4 inbound contacts since failure

Affected

4 customers

15:30
BillingReviewedMedium

Billing questions increased 18% after September invoices were generated.

Roaming usage in September is the primary driver. 22 billing contacts today, up from 18 yesterday.

Evidence

September invoices generated 18 SepRoaming usage spike 14–16 Sep22 billing contacts todayTop cause: international roaming

Affected

22 customers

10:00
Customer ExperienceNewCritical

4 customers paid successfully but remain suspended — restoration event missing.

Payment was received but service restoration was not triggered. Customers are experiencing unnecessary suspension.

Evidence

4 payments confirmedBalance $0 on all accountsService suspended stateNo fraud hold detected

Affected

4 customers

14:45
Customer ExperienceReviewedMedium

Cancellation conversations increased after promotional pricing expired.

4 cancellation contacts today, up from 1 yesterday. Promotional pricing ended October 1 for a cohort of 47 customers.

Evidence

Promotional pricing ended Oct 147 customers affected4 cancellation contacts todayAverage price increase: $7/month

Affected

47 customers at risk

12:00