CX Operations

Live customer impact and resolution operations

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AI Operations Brief

Customer Care is operating normally overall, with two areas requiring attention. INC-1048 is driving elevated Fiber contact and repeat-contact volume. Fiber provisioning failures are causing six delayed installations. Four payment-related situations can be resolved after service-restoration approval.

Customers needing attention

What is driving contact?

AI Operational Anomalies

Repeat contacts for Fiber increased 42% in the last two hours.

17 repeat contacts · 14 linked to INC-1048 · 3 unrelated

17 customers·SLA risk on 7 cases · Customer frustration increasing

Six installation delays share the same provisioning failure.

ORD-77421 and 5 others · ONT registration step · INC-1039

6 customers·4 customers have not received a status update in 48h

Four customers paid successfully but remain suspended.

PAY-88342 and 3 others · Balance $0 · Restoration event missing

4 customers·Service suspension causing repeat contacts and escalation risk

14 customers affected by INC-1048 have not received the updated restoration ETA.

INC-1048 ETA updated 13:15 · 14 customers without notification · 9 have active situations

14 customers·Repeat contact risk · 9 existing situations may escalate

AI Detected Patterns

1

Fiber contacts increasing

Situations:31
Common factor:INC-1048

23 confirmed incident matches · 5 probable · 3 unrelated

2

Installation delays

Situations:6
Common factor:ONT registration failure

6 orders · same activation stage · same provisioning dependency

3

Payment received / service suspended

Situations:4
Common factor:Restoration event missing after payment confirmation

4 payments confirmed · balance $0 · service suspended

Contact Center

LIVE

Voice

42

Digital

31

Waiting

11

SLA Risk

4

AI Handled

38

Human Handled

35

Queue Status

QueueWaitingActiveAI HandledLongest WaitSLA RiskPrimary Driver

Technical Care

11381704:123

Fiber outage

Payments

414902:081

Payment / suspension

Order Care

612403:442

Installation delay

Retention Care

29105:180

Price / cancellation

AI Operational Findings

Voice demand related to INC-1048 increased 38% during the last hour.

18 Voice interactions14 existing Customer Situations11 related Cases

Technical Care has 3 interactions approaching SLA.

Billing has a 42% AI → Human handoff rate.

8 interactions affected

Primary driver: Credit approval requires human authorization.

6 conversations experienced delayed Billing responses.

Billing integration exceeded configured response threshold

Cause: Integration latency.

Proactive Care Impact

3

Active campaigns

156

Customers reached

36

AI-resolved responses

14

Human handoffs

127 affected · 109 reached

31 responded24 AI7 human

42 affected · 37 reached

14 responded9 AI5 human

28 affected · 25 reached

8 responded6 AI2 human