CustomersMaría LópezSituation SIT-1001

Fiber unavailable

Critical SLA risk in 18 min
María López· Started 13:12·3h 18m affected

Situation Context

CUSTOMER

María López

SERVICE

Fiber 500

ASSURANCE

Service down

INCIDENT

INC-1048

CASE

CASE-94831

CONTACTS

3 contacts

Next Best Action

Action

Notify customer with updated restoration ETA

Why

Restoration ETA changed to 16:30 — customer has not been notified

Customer impact

Third contact today — frustration increasing

Risk

SLA breach in 18 minutes

Agent ApprovalConfidence: High — Confirmed by 3 enterprise sources
1
Customer intent identified

"Fiber service not working" — matched from WhatsApp conversation CONV-5401

Source:Digital CareCONV-5401
2
Service identified

Fiber 500 Mbps — Service ID FIB-283910 — Account ACC-88421

Source:Product InventoryFIB-283910
3
Service health checked

Operational state: DOWN — Last known normal: 12:44 — Source: Service Assurance

Source:Service AssuranceFIB-283910
4
Network correlation found

INC-1048 — Fiber degradation — Quito North — 127 customers affected

Source:Network Incident ManagementINC-1048
5
Previous contacts correlated

3 contacts within 24 hours — all related to the same service issue

Source:Digital Care
6
Existing case found

CASE-94831 — Open — Do not create duplicate

Source:Case ManagementCASE-94831
7
Customer policy checked

Service credit can be evaluated after restoration. SLA risk in 18 minutes.

Source:Knowledge / Policy

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."

Objective: Restore Fiber service and close situation with customer satisfaction