USE CASE · TELCO
Telecom & internet providers
Deflect basic tickets before they hit your call center.
OnDuty answers outage FAQs, plan questions and billing basics at scale, while routing complex cases to human support.
Pain points we solve
- •High peaks in calls and chats during outages or billing cycles.
- •Agents repeat the same troubleshooting steps all day.
- •Customers feel nobody is listening when wait times spike.
Outcomes you can expect
- •Customers get clear, instant answers about known issues and basic questions.
- •Simple cases are solved in chat; complex ones reach your team already pre-qualified.
- •Call center load drops, especially during crises.
Signals & metrics
Handled by OnDuty
OnDutyOutage & status FAQs
OnDuty explains current incidents, affected areas and ETA based on your status page.
Plan & upgrade guidance
It recommends plans or add-ons based on usage and customer profile.
Basic troubleshooting
Runs scripted troubleshooting flows before escalating to a human agent.
Example conversation
User
My internet has been slow all afternoon. Is there an issue in my area?
OnDuty
I’ll check for you. Can you share your address or account number?
User
Account 58493, Bogotá, Cedritos.
OnDuty
There’s a known incident in your neighborhood. Our team is working on it and the estimated time to resolution is 7:30 pm. I’ll send you an update when it’s back to normal.
Workflow steps
3 channels- 1
Identify customer & context
OnDuty asks for minimal data to find the account and region.
- 2
Check known issues
It checks your status feed or knowledge base for live incidents.
- 3
Run basic flows
Performs troubleshooting scripts when there’s no general outage.
- 4
Escalate if needed
Sends detailed context to human agents when escalation is required.
KPIs to watch
- Ticket deflection
- Average handle time
- Customer satisfaction
Channels covered
- Website & app chat
- WhatsApp & SMS
- IVR handoff to chat