SpeechCycle’s LevelOne Broadband Agent works with callers to identify and resolve technical support problems for High Speed Internet services. Callers are interactively encouraged to describe symptoms. SpeechCycle’s speech recognition dialogs then can work with available billing, provisioning, diagnostic and outage systems to identify the caller’s specific equipment, pinpoint issues, provide a resolution where possible, and connect to an agent when necessary.
LevelOne Broadband Agent::
- Symptom Coverage – A wide range of caller described or modem indicated problems are covered with highly interactive speech recognition dialogs.
- Modem Make & Model – Dialogs knowledgeable and updated with modem models and software versions to present call flows that appear “personalized.”
- Interactive “Reach” – Integration enables identifying modem MAC addresses, automatically resetting modems, and identifying provisioned modem speed.
- Beyond the Modem – Automated assistance with router reset, and Windows-based guidance for Windows Connection Wizard or the Windows Local Area Network feature.
- Repeat Caller Detection – Ability to identify if the same caller is calling back within a specified timeframe for special call handling.
