The Challenge
A network monitoring company struggled with their incident response process. When devices went down, operators had to manually place calls, guide users through troubleshooting, and update tickets. This process was time-consuming and tied up valuable staff resources.
They needed an automated system that could handle the complete incident workflow while maintaining high-quality support.
Our Solution
85%
Reduction in response time to incidents
70%
Successful first-call resolution rate
24/7
Coverage for incident response
Complete
Conversation logs for analysis
We built a voice AI system that automates the complete incident response workflow, from ticket processing to making troubleshooting calls and updating tickets.
Project Insights
Key Features
Automatic ticket processing and data extraction
Automated voice calls to on-site personnel
Step-by-step troubleshooting via natural conversation
Automatic ticket updates based on call outcomes
Escalation ticket creation when needed
Technical Architecture
Natural Language Processing for conversation handling
Text-to-Speech and Speech-to-Text processing
Ticket system integration
Conversation logging and analytics
Machine learning for continuous improvement
