A chat assistant wired directly into FiberMap — it retrieves the subscriber’s service and network details, runs diagnostics live in the conversation and raises the ticket itself.
When a subscriber starts a conversation, the FiberMap chatbot instantly retrieves the relevant service and network information directly from FiberMap and responds to the issue in real time.
Rather than collecting a complaint and passing it on, the chatbot uses FiberMap’s live view of the network — correlated with data from AAA, NMS and ACS servers — to work out what is actually wrong.
FiberMap’s AI engine runs the diagnostics, identifies the root cause, automatically raises a ticket and communicates the restoration estimate, all without manual intervention.
The subscriber leaves the conversation with a confirmed diagnosis, a ticket number and an expected resolution time.
One conversation, from first message to raised ticket.
The subscriber reports the issue in chat and the assistant acknowledges it, then asks to run a diagnostic on the connection.
On identification, the chatbot fetches the subscriber’s service and network details directly from FiberMap.
With the subscriber’s confirmation, FiberMap checks connection status, device status and the state of the fiber link.
The AI engine correlates the results to pinpoint the source of the fault — for example, a fiber cut affecting the subscriber’s area.
A support ticket is created without manual intervention and the ticket number is returned in the conversation.
The subscriber is given the expected time to resolution alongside the ticket reference.
Fetches service and network details from FiberMap as soon as the subscriber is identified.
Analyses connectivity live in the conversation — connection status, device status and fiber link state.
Correlates diagnostic results against the network view to determine what is causing the fault.
Raises a support ticket and returns the ticket number without requiring manual intervention.
Communicates the expected time to resolution to the subscriber in the same conversation.
Responses come from FiberMap’s real-time view of the network, not from a scripted decision tree.
Diagnostics and root-cause analysis complete while the subscriber is still in chat.
The ticket is created, numbered and returned automatically, keeping support staff out of routine logging.
Every raised ticket comes back with a restoration estimate attached.
Talk to our team about connecting FiberMap to your voice, chat and helpdesk systems.