Carlos Vega

Residential · 6 years

Customer CUS-10391·Account ACC-77302

Fiber 500 Mbps Mobile 20GBActive WhatsApp

RelationshipAt Risk

ExperienceBilling issue

Identity

Customer IDCUS-10391

AccountACC-77302

SegmentResidential

Tenure6 years

StatusActive

NPSDetractor

Contact

Phone

+593 98 444 3291

carlos.vega@hotmail.com

Preferred channel

Address

Calle Colón 882, Quito Centro, Quito

Activity

Active situations1

Open cases0

Active orders0

AI Customer Brief

MARÍA IS CURRENTLY EXPERIENCING A FIBER OUTAGE

Started

12:47

Duration

3h 18m

Contact attempts

3 in 24h

INC-1048 CASE-94831 ETA 16:30

AI Understanding

"María contacted support three times regarding the same Fiber outage. The service issue is confirmed by network incident INC-1048. A previous case already exists and should not be duplicated."

Next Best Action

"Notify María with the updated restoration ETA and keep CASE-94831 linked to the network incident. Review service-credit eligibility after restoration."

Review resolution

Customer Situations

Active

Unexpected bill increaseHigh

AI Resolution Ready

Products & Services

Billing

Current balance

$82.30

Next payment

2026-10-10

Autopay Active

INV-98477

AI Billing Insight

Invoice is $17.20 above Carlos's normal range. Cause: International roaming in Madrid 14–16 September. 3 usage events. No duplicate charge found.

+$17.20 vs normal

Customer Journey

Ask about Carlos