AI agent handling service tickets and helping customers with live faults
How the AI agent became the first line of contact for QBORG — answering calls, diagnosing faults from manufacturer documentation and passing tickets to technicians.
calls handled by the agent
technicians routed through the agent
availability — previously only Mon–Fri 7:00–16:00
handling paths: service, install, orders, questions
Challenge
- All 6 technicians in the field at once — no one permanently on the phone
- Customers with a fault need an instant answer, not a callback tomorrow
- Tickets came in inconsistently — some via SMS, some from a technician's memory, some lost
- No coverage outside working hours: Mon–Fri 7:00–16:00
- Diverse cases: service, inspection, install, part orders, subsidy questions
Solution
- Full backup for 6 technicians — call forwards from every technician land on the agent
- Live technical support — the agent has the docs for supported devices in its knowledge base
- Rule: try technical help first, service ticket second
- 4 handling paths — service/repair, installation, wholesale orders, general questions
- Structured ticket — the technician gets a ready-made record after the call
- Notifies the right technician — the ticket goes straight to the right person
- Referral for unsupported brands — the agent routes to trusted partners
Results
previously only Mon–Fri 7:00–16:00
every call ends with structured data
after receiving the ticket
Our technicians are in the field all day — the phone during work was a daily problem with no good solution. Tadeusz took it over completely. And importantly, he doesn't just collect data — he knows our equipment and can genuinely help the customer on the phone. Some cases get solved without a visit. The rest reach us as a ready-made, described ticket. I can't imagine doing it any other way now.
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