Diego Herrera

SME · 5 years

Customer CUS-10633·Account ACC-80044

Fiber 500 Mbps Mobile 20GBActive WhatsApp

RelationshipCritical

ExperienceService impacted

Identity

Customer IDCUS-10633

AccountACC-80044

SegmentSME

Tenure5 years

StatusActive

NPSDetractor

Contact

Phone

+593 99 441 6632

diego.h@empresa.ec

Preferred channel

Address

Av. 6 de Diciembre N34-120, Quito, Quito

Activity

Active situations1

Open cases1

Active orders0

Service Assurance

Fiber DOWN

Network incident INC-1048

AreaQuito North

Affected127

ETA16:30

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

Fiber speed degradationCritical 4h 05m

INC-1048CASE-94900 2 contacts

SLA risk 12mIn Progress

Products & Services

Billing

Current balance

$142.50

Next payment

2026-10-10

Autopay Active

INV-98500

Customer Journey

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