María López
Residential · 6 yearsIdentity
Contact
Phone
+593 99 555 1842
maria.lopez@gmail.com
Preferred channel
Address
Av. República 1204, Quito Norte, Quito
Activity
Service Assurance
Network incident INC-1048
MARÍA IS CURRENTLY EXPERIENCING A FIBER OUTAGE
Started
12:47
Duration
3h 18m
Contact attempts
3 in 24h
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."
Customer Situations
Active
Products & Services
Billing
Current balance
$67.40
Next payment
2026-09-28
Latest invoice is $12.80 above María's normal monthly range. Cause: International roaming 14–16 September. No anomalies detected.
Customer Journey
TODAY
Customer asked: "When will my internet be back?"
Service Assurance: FIB-283910 still impacted by INC-1048
Case linked to network incident INC-1048
ETA updated: 15:30 → 16:30
Customer reported: "Still no internet, this is the second time I call"
FIB-283910 went down — INC-1048 started
Customer reported: "My fiber internet is not working"
Campaign CAM-001 (Fiber Outage Update): excluded from proactive message — active Care conversation in progress for SIT-1001
SEP 18
$67.40 — includes $12.80 roaming charges
SEP 16
Data roaming in Colombia — 4 events 14–16 Sep
AUG 28
$52.40 via Autopay
AUG 18
$52.40 — within normal range
Suggested questions