Diego Paredes

Residential · 1 years

Customer CUS-10920·Account ACC-92010

Fiber 500 Mbps Mobile 20GBActiveAutopay WhatsApp

RelationshipAt Risk

ExperienceService impacted

Identity

Customer IDCUS-10920

AccountACC-92010

SegmentResidential

Tenure1 years

StatusActive

NPSPassive

Contact

Phone

+593 99 772 4481

diego.paredes@gmail.com

Preferred channel

Address

Sector Rural, Parroquia Pintag, Quito, 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

Intermittent connectivityMedium 2h

Investigating

Products & Services

Customer Journey

TODAY

Proactive Care — Fiber Outage Update sentWhatsAppCAM-001

Campaign CAM-001: outage notification delivered via WhatsApp. INC-1048 ETA: 16:30

14:42

Customer responded to proactive messageWhatsAppCAM-001

Customer replied: "My internet is back but it's very slow." — Technical Care AI engaged

14:55

Technical Care AI — conversation startedagent-technical-care

AI Agent Technical Care v13 handling campaign response. Original campaign: CAM-001, INC-1048

14:55

Ask about Diego