FiberMap connects to your voice telephony platform so calls are answered by an AI agent that already knows the subscriber, the service and the state of the network.
FiberMap integrates with voice telephony solutions to enable AI-powered voice agents for subscriber interactions. Because FiberMap already holds an end-to-end view of the network — from the subscriber ONT back through splitters, OLTs, switches and core routers — the agent answers with real network data rather than a scripted menu.
On the call, the agent identifies the subscriber, retrieves the data relevant to their service, troubleshoots the issue, raises tickets where needed and handles the conversation in real time.
The same agent handles general inquiries such as plan upgrades, payment status and service activations, initiating the appropriate workflow through API rather than routing the caller to a queue.
Multilingual support lets subscribers speak in their preferred regional language. Where human intervention is required, the call is transferred to a support representative along with the complete conversation transcript.
A single call, handled end to end by the voice agent.
The voice agent picks up and holds a natural conversation, switching to the regional language the subscriber prefers.
The subscriber is securely verified and their account, service and network details are retrieved from FiberMap.
The reason for the call — a fault, a plan upgrade, a payment query or a service activation — is captured and logged against the subscriber.
FiberMap checks connection status and runs real-time diagnostics across the subscriber’s link to establish what is actually happening on the network.
The agent retrieves the relevant service information and triggers the appropriate workflow through API — raising a ticket or executing the requested action.
The subscriber is notified once the request is completed. If human intervention is required, the call is transferred to a support representative along with the full conversation transcript.
The conversation is saved against the subscriber record for future reference.
Transfers carry the complete conversation transcript to the support representative.
Speaks naturally in the subscriber’s regional language, so customers can raise issues in the language they are comfortable with.
Securely identifies the caller and retrieves their account, service and network information from FiberMap.
Checks connection status and runs real-time diagnostics on the subscriber’s link during the call.
Processes the service request through API — retrieving service information and initiating the appropriate workflow.
Handles plan upgrades, payment status and service activations without routing the caller to an agent.
Where human intervention is required, the call moves to a support representative with the complete conversation transcript attached.
Every conversation is saved for future reference against the subscriber record.
Connection parameters are analysed while the subscriber is still on the line, instead of after a callback.
Regional language coverage without staffing a separate queue for each language.
Plan upgrades, payment status and activations are completed through API without manual intervention.
Representatives receive the call with the full transcript, so the subscriber does not repeat themselves.
Talk to our team about connecting FiberMap to your voice, chat and helpdesk systems.