the Support Agent

Support doesn’t have to be slow, inconsistent, or costly. With the Support Agent, providers can resolve technical issues, answer billing and account questions, and make service changes without human intervention. It works across both voice and digital channels, and when a live handoff is needed, it passes the full context so customers never repeat themselves. ISPs cut cost-to-serve, keep SLAs steady, and deliver support that actually feels effortless.

contain support volume without sacrificing CX

A large share of support interactions can be resolved automatically: “Why has my bill changed?” “Can you reboot my modem?” “I need to reschedule my appointment.” The Support Agent handles these interactions autonomously, across voice and digital, with responses that are accurate, consistent, and easy to understand. And when a rep is needed, Support passes along the full diagnosis and history so the handoff is seamless.

1 Resolve everyday issues instantly

Authenticate customers, run line and modem checks, reboot/re-provision equipment, and confirm recovery—without needing a human in the loop.

2 Contain more contacts (with great CX)

Fix more problems in-flow so fewer calls reach your queue, while customers still get clear explanations and confirmation.

3 Shorter escalations, better handoffs

When a rep is needed, pass the full diagnosis, steps taken, and customer context so agents can finish fast.

4 24/7 coverage without staffing spikes

Always-on support that absorbs volume surges and nights/weekends, keeping SLAs steady.

5 Cleaner data, clearer reporting

Every interaction is structured and searchable—reason codes, actions, outcomes and customer data are all captured and relayed to your OSS and CRM systems.

AI intelligence for every interaction

A true customer support agent does more than automate steps—it applies broadband-specific intelligence. Each interaction draws on real-time customer and network data, serviceability and account signals, and millions of prior outcomes to anticipate what the customer needs. That makes diagnosis faster, explanations clearer, and fixes more reliable.

And because Actifai’s AI platform includes multiple specialized agents, Support doesn’t operate in isolation. A cancel request can activate the Retention Agent, which uses AI to identify the best save approach for that individual customer. A prospective buyer reaching Support is directed into the Engage Agent for a guided sales flow—or the Digital Agent if they’re online. And when a support conversation surfaces unmet needs, the Upsell Agent can strategically position the right upgrades in context. All of this happens seamlessly within the Support experience. By invoking the right intelligence at the right moment, providers reduce churn, capture new sales and upsells, and deliver an effortless customer experience.

interpreting symptoms & delivering solutions

Customers usually describe symptoms, not solutions. The Support Agent uncovers what’s really happening by combining service and household context with real-time diagnostics. It interprets the problem, explains it in plain language, and takes the corrective step — from restoring service to escalating with full context when a rep is needed. Providers resolve issues faster, avoid repeat calls, and deliver consistent outcomes their teams can trust.

AI technology designed for real-world, broadband customer support

The Support Agent isn’t a black box—it’s a set of provider-approved capabilities designed to take real pressure off your teams. From fixing network issues end-to-end, to handling routine account changes and scheduling, to keeping every action logged in your systems, it’s built to cover the critical but time-consuming work of support. And when other Actifai Agents are enabled, Support passes full context across them so customer needs are resolved seamlessly, wherever they lead.

Plain-English answers, on demand

Turn complex documentation and policies into clear explanations—billing changes, promo expirations, password resets—consistent across voice and digital.

Real-time network toolkit

Authenticate, run line and modem checks, reboot or re-provision equipment, refresh DNS, and confirm recovery—end to end.

Seamless handoff into sales & retention

When a support interaction becomes a new-sale or cancel scenario, the conversation shifts directly into Engage, Digital, or Retention. Customers stay in flow, providers avoid dead ends, and every interaction stays connected.

Live scheduling with inventory

Book, reschedule, or cancel technician visits against real slot availability and keep appointments in sync with OSS/BSS.

Approved change orders

When customers ask, execute provider-approved changes—speed-tier adjustments, package swaps, add/remove services—with confirmations.

Secure identity & permissions

Verify the right person, honor account permissions, and keep a complete audit trail of every action.

providers using Actifai increase customer lifetime value by an average of 12%

Get a demo of the Support Agent, ask our AI experts the hard questions, and learn how we make it possible to launch Actifai in weeks, as easily and profitably as possible.