Telecom & internet providers
Anni triages outage reports and handles router setup, moves and plan questions on the phone.
What Anni handles here
- Triage total outage vs. slow connection vs. in-home Wi-Fi problem.
- Collects all required details.
- Offers a callback or a technician time slot.
Typical calls
- Internet downAddress, since when, router check
- Slow Wi-FiDevice, distance, speed test
- Router setupSteps + appointment if needed
- Moving / change of addressDate + new address
SetupHow to prepare for launch4
- Troubleshooting scriptLAN/Wi-Fi/LEDs/restart
- Technician slotsWindows, regions, buffers
- Standard messagesStatus, ETA, preparation
- Verification rulefor changes
WorkflowsWhat Anni actually does4
Fault triageAll devices? LAN or Wi-Fi? Since when? Which LEDs?
Collecting required detailsCustomer number, address, router model, contact info.
Technician slotsAvailable time windows + how to prepare.
Status/ETAStatus updates without false promises.
IntegrationsData sources and systems3
CRM/ticketingCustomer status, outages
Technician schedulingSlots, regions
SMS/emailConfirmation, instructions
Integrations with your own systems are available from the Business package.
Measurable impactMetrics that change4
↓Misrouted cases
↓Time to appointment
↑First-contact resolution rate
↓Repeat calls
Privacy & limitsWhat deliberately doesn't happen2
VerificationMinimal identity check before any changes.
No false ETAsETAs only from a reliable source.
PitfallsCommon mistakes and how to avoid them2
- Escalating too earlyMake the triage questions mandatory.
- Unclear status updatesSet up standard messages.
Frequently asked questionsShort, honest answers2
Can Anni fix router problems?She can walk callers through standard checks – network outages are escalated properly.
How do you avoid ETA frustration?Anni only gives real ETAs – otherwise she gives a time for the next update.
