The solution cut Tier 1 ticket volume and reduced reliance on vendors, lowering support costs.
Meet our client
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Client’s Challenge
A leading U.S. telecom provider was spending heavily on third-party vendors to handle Tier 1 support tickets — the majority of which stemmed from simple, repetitive issues like connectivity resets. With rising volumes, scattered documentation, and no automation in place, the process was slow, costly, and frustrating for customers.
Our Solution
We built a structured LLM-based support framework that automates Tier 1 troubleshooting using decision trees, intelligent classification, and guided user flows. By orchestrating open-source LLMs (Mistral) with internal knowledge bases and observability layers, we created a scalable agentic system that resolves issues in real time — no call center needed.
Client’s Benefits
The solution cut Tier 1 ticket volume and reduced reliance on vendors, lowering support costs. Customers resolved issues faster through self-service, improving satisfaction. The system created a scalable base for automating more complex tasks.
