12 active · 5 needs action · 2 SLA risk · 3 AI resolving
Digital Care
Prioritized for you
María López14:08
WhatsAppNeeds Action
Service outage3rd contact today

"When will my internet be back?"

18mResolution Ready
Mateo Silva09:15
SMSNeeds Action
PaymentPayment reconciliation required

"I paid this morning but my mobile line is still suspended"

45mResolution Ready
Carlos Vega15:45
WhatsAppActive
Billing questionFirst contact

"I never use international calls, why is my bill $67?"

142mResolution Ready
Sofía Torres07:55
WhatsAppWaiting Customer
CancellationRetention opportunity

"I want to cancel my Fiber service. The price keeps going up."

180mResolution Ready
Laura Pérez10:00
Web ChatActive
Plan changeUpgrade opportunity

"Can you tell me what plans are available?"

480mResolution Ready
Ana Ruiz11:30
Web ChatActive
Fiber installation2nd contact

"When will someone come to install my Fiber?"

55mEscalation Ready
Diego Martínez16:00
App MessagingActive
Mobile dataFirst contact

"My 5G data has not worked since this morning"

85mNeeds Diagnosis

María López

VerifiedWAWhatsApp
CUS-10482ACC-88421SIT-1001CASE-94831FIB-283910
SLA 18mFrustrated
Intents:Fiber outageActive
Conversation Continuity
Web ChatWhatsApp· Same customer · Same situation · Same case
ML
María LópezResidential · 6 years
Services: Fiber IMPACTED · Mobile NormalBalance: $67.40Open: CASE-948313 contacts today
AI Understanding
Intent Service outage
Situation Existing matched
Repeat 3rd contact
Sentiment Frustrated
Resolution Resolution Ready
Matched to existing situation SIT-1001— no new case required
ML
María López12:48

My internet stopped working. The router looks normal but I have no connection.

AI Assist· Agent only

Customer identified: María López · Fiber service: FIB-283910 · Situation matched: SIT-1001

JS
Jordan Silva12:51

Let me check the service status for you.

Known service incident detected — INC-1048
JS
Jordan Silva13:01

We've confirmed a network issue in your area. The current estimated restoration time is 15:30.

ML
María López13:58

It's still not working.

INC-1048 restoration ETA updated: 15:30 → 16:30
ML
María López14:08

When will my internet be back?

AI actions:
AI DraftGrounded in:INC-1048 ·CASE-94831 ·Service Assurance3 sources

Hi María, the network issue affecting your Fiber service is still being worked on. The estimated restoration time has been updated to 16:30. Your existing case CASE-94831 remains active, so you don't need to open another case. We'll continue tracking the incident and update you when service is restored.

AI Resolution

AI Finding

María's Fiber service remains affected by INC-1048.

The restoration ETA changed from 15:30 to 16:30 after her previous contact. Her existing case remains open. No new case is required.

What Changed

Restoration ETA
15:3016:30

127 customers affected · CASE-94831 remains open

Recommended Next Action

Send the updated restoration ETA and continue monitoring INC-1048.

Resolution Plan

1
Identify affected serviceCompleted
2
Confirm network impactCompleted
3
Link existing caseCompleted
4
Update customerReady
5
Monitor restorationWaiting
6
Evaluate service creditAfter Restoration

Detailed Resolution Steps

1
Keep CASE-94831 openCompleted
2
Link case to INC-1048Ready
3
Send proactive WhatsApp updateReady
Agent Approval
4
Monitor restoration eventWaiting
5
Evaluate service credit after restorationWaiting
Agent Approval

Knowledge Used

Service outage communication policy

Updated 12 Sep

Service credit policy

Updated 4 Aug