Agentic technical support
Advanced AI-based technical support service

Agentic technical support
Advanced AI-based technical support service

Agentic technical support
Advanced AI-based technical support service

The agentic technical support offering of Future Connections follows a proven vendor-agnostic 80/20 approach that leverages comprehensive core support capabilities while providing the flexibility to customise and extend functionality for your specific operational needs. The unique combination of technically skilled human agents and intimate knowledge of telco customer delivery processes, combined with advanced process automation techniques and custom development, ensures a complete solution that fits perfectly your situation, delivering higher efficiency, cost reduction and much improved customer satisfaction.

Core features ready
0 %
Custom development
0 %
Tailored solution
0 %

Our comprehensive agentic technical support performs root cause analysis, network diagnostics, process re-design, advanced troubleshooting, incident management, vendor coordination, customer journey improvements and expert response teams management. We streamline and automate workflows as well as re-draw and extend functionalities according to your specific network infrastructure, unique technical requirements and customisation preferences.

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Agentic technical support core capabilities

63.-Settings

Advanced
troubleshooting

  • Complex network diagnostic
  • Root cause analysis
  • Performance optimisation
  • Cross-domain issue resolution
168.-Network-technologies

Network
technologies

  • Routers (end users)
  • Fixed line access (copper, fibre, coax)
  • Wi-Fi access points
  • VOIP and IPTV
Quality-icon

Continuous 
improvements

  • From reactive to proactive
  • Root cause identification
  • Automation design and implementation
  • Process improvements
169.-Analytics-and-insights

Analytics
& insights

  • Trend analysis and reporting
  • Predictive maintenance
  • Performance benchmarking
  • Service quality monitoring
25. Security

Security
& compliance

  • Security incident response
  • Compliance monitoring
  • Vulnerability assessment
  • Audit support
28.-System-integration

Vendor
coordination

  • Multi-vendor management
  • Technical liaison
  • Patch and update coordination
  • Integration support

Case studies

Reduction of router swap costs

A leading European operator with approximately 150,000 B2C customers on fixed line – copper and fibre – was experiencing a high volume of router swaps and a consequent high volume of follow up calls from unhappy customers.

Challenge

Very limited technical skills of the support team and complex environment to retrieve technical information from multiple IT systems resulted in up to 80% service tickets unresolved and passed on to 2nd and 3rd line support. More than 7% of these tickets resulted in costly physical router (or other hardware) swaps that were not required and many unsatisfied customers.

Solution

Our team analysed a large volume of service tickets and identified recurring root causes in multiple domains (network, router, Wi-Fi, service, etc.). Based on the findings, the team designed and implemented new processes that empowered the operator’s support team. In addition, Future Connections developed and implemented an agentic AI solution that, within a few seconds, identifies the key root cause of a service call and recommends the most appropriate course of action. The team’s interventions resulted in reduction of resolution time, considerable cost savings, employees’ empowerment and greater customer satisfaction.

reduction of router swaps
0 %
reduction of resolution time
0 %
cost savings per year
Up to € 1 M
customer satisfaction
  score improvement
Up to points

Reduction of repeat technical support calls

A telco operator in the fixed domain was suffering from an increased volume of repeat support calls from unsatisfied customers, with the number of calls growing exponentially faster than the number of customers.

Challenge

Increasing number of follow up calls due to very limited first-time fixes required additional costs and human resources for the customer’s issues to be resolved. Lack of first-time fixes was leaving customers unsatisfied, negatively impacting their trust in the operator and causing a higher customer churn. Employees lacked experience and technical knowledge base and relied on standardised scripts that did not provide solutions to technical issues.

Solution

Our team implemented a Future Connections’ agentic AI solution that made the task of the support team simpler, faster and more efficient. Within a few seconds from the customer call’s initiation, the support advisers had full visibility of the status and performance of various potential sources of the customer’s technical issue. In addition, the exact cause of the problem and recommendation of its most appropriate solution were identified automatically and flagged up. As a result, the volume of first-time fixes increased significantly and follow up calls and customer complaints decreased considerably.

reduction resolution time
0 %
increase of first-time fixes
0 %
operational cost savings
Up to 1 %
customer satisfaction
  score improvement
Up to points
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Why choose our agentic technical support

170.-Expert-team

Expert team

Certified engineers with 10+ years of experience in telecom networks and advanced troubleshooting

12. Efficiency v2

Proven methodologies

Industry-standard frameworks combined with proprietary diagnostic tools for efficient resolution

170.-Global-reach

Global reach

Supporting operators across multiple countries with localised expertise and language capabilities

16.-Innovation

Innovation focus

Continuous investment in emerging technologies and AI-driven diagnostic capabilities

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GenAIOps
AI-powered operations

Leveraging generative AI and advanced machine learning, our agentic AI solution revolutionises technical support
with intelligent automation and predictive capabilities.

  • Automated root-cause analysis using AI pattern recognition across historical incident data
  • Predictive fault detection identifying issues before they impact services
  • Natural language processing for rapid log analysis and anomaly detection
  • AI-generated remediation recommendations based on similar resolved incidents
  • Intelligent ticket routing to the most qualified specialists
  • Automated documentation and knowledge-base updates
  • Real-time network optimisation through machine learning algorithms
faster issue resolution
x 0
reduction in MTTR
0 %
automation rate
0 %
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Transmission networks

Multi-vendor transmission network performance management supporting Ciena, Nokia, Huawei, Infinera, ADVA and Fujitsu. It includes bottleneck identification and specialised backhaul anomaly detection

Billing system

Performance tracking for charging function systems with real-time and offline charging system monitoring. It includes revenue assurance metrics and correlation between network performance and service charging

Virtualised workloads

Performance management for Kubernetes, VMware and cloud native functions with infrastructure-level metrics correlated with service KPIs. It includes container and VM performance monitoring with log collection and analysis

Natural language insights

AI-powered natural language processing for intuitive network analysis

Next best
actions

Automated recommendations for optimal network operations

Root cause
analysis

Intelligent problem diagnosis with actionable solutions

Automated ticket handling

Smart ticket processing and resolution automation