Introducing Support Assistant:

Your Support Calls Can Start With the Answer

Today Preseem is launching Support Assistant, the first product in our new Amplify AI family, available to Preseem Plus customers. Support Assistant starts investigating a subscriber’s problem as soon as the rep enters their details, and answers the rep’s questions in plain language, so the call can move more quickly from diagnosis to the right next step.

The Time Goes Into Finding the Fault

On most support desks, every technical call starts from scratch. Before anyone can fix anything, they have to determine what’s wrong, and they do that by hand, however experienced they are, across multiple vendors, generations of radios, OLTs, ONTs and routers, firmware versions and configurations that vary by location and by subscriber. The data they need sits in several systems, the documentation is scattered and often out of date, and the engineers who could help are scarce and busy building the network. Meanwhile, the subscriber waits on hold with a video call that keeps freezing.

When the call ends without a clear cause, the subscriber feels it first. They’ve waited on hold, answered questions they couldn’t really answer and restarted equipment that may never have been the problem, and the video call still freezes that evening. A subscriber who has to call back repeatedly may start to question whether the problem will ever be fixed. In competitive markets, some will eventually leave without giving support another chance. 

For you, the same call turns into cost. An escalation pulls an engineer off the network to answer a question the data already held, and a truck sent just in case goes to a house when the fault was on the tower or at the OLT. Overflow support bills you for the call and often hands the ticket back the next day, so the repeat call that frustrates the subscriber lands on your desk as well.

Support Assistant Does the Troubleshooting

Support Assistant takes on the investigation itself. As soon as the rep enters the subscriber’s details, it automates many of the diagnostic checks an experienced network engineer would normally work through. In seconds, it identifies the cause, not just the general category of the problem: a CPE radio with interference in the download direction, a sector or PON at capacity, an ONT with a weak optical signal.

The rep also sees whether the problem belongs to this subscriber alone or is shared with others on the same sector or PON, and how the subscriber’s experience has trended over the preceding days and weeks, all in plain language with the next step. When the rep needs more, they ask in their own words, the way they’d ask a senior engineer sitting next to them: why the connection drops in the evening, whether the neighbors are affected, what to tell the subscriber. 

By the time the subscriber has finished describing the problem, the rep already has the likely cause, supporting evidence and next step in front of them.

What Changes on Your Support Desk

Calls get shorter, because the rep isn’t moving between vendor portals and dashboards to determine the fault. Escalations still happen when a problem belongs with L2 or the field team, they arrive with the likely cause and supporting evidence attached, so the engineer starts from an answer instead of a ticket that says “slow internet.” Support Assistant is designed to reduce the escalations and truck rolls that happen simply because the cause could not be established during the call. 

Because every case gets the same complete investigation, the answer depends far less on who’s on shift or how long they’ve been there. New reps can take technical calls without months of multi-vendor training first, and experienced reps get their time back for the problems that genuinely need them.

With the technical answer handled, the person on the call can spend it being patient, explaining clearly and making the subscriber feel their ISP cares. That’s the part of the call no software can do, and it’s the part the subscriber remembers.

As Dan Siemon, CEO of Preseem, puts it:

“Reps shouldn’t have to piece together answers from disconnected systems while a subscriber waits. Support Assistant consistently runs the same thorough investigation your best rep would, every time, no matter who picks up.”

Why It Can Identify the Fault

Support Assistant works from each subscriber’s live traffic and the metrics of the equipment that serves them, from access points and CPE radios to OLTs and ONTs, measured continuously across vendors and access technologies. Because Preseem integrates with your billing and CRM systems, the subscriber’s account and plan are already in view when the investigation starts, so the rep isn’t relying on what the subscriber can describe over the phone.

Plenty of AI tools can read an ISP’s data and summarize what they find. Diagnosing the problem is harder. The evidence comes from radios, OLTs, CPE, Wi-Fi systems, billing platforms and other sources, across different vendors and technologies, each with its own formats, metrics and definitions.

Before that data can support a diagnosis, it has to be normalized into a consistent view of the subscriber, tied to the network topology and service plan, compared with other subscribers on the same AP, sector or PON, and correlated over time. Then the signals have to be interpreted in context: which readings are normal for that technology, which are symptoms, which point to a shared network problem, and which indicate something specific to the subscriber.

Preseem has spent years building that data foundation and ISP-specific context. Support Assistant builds on it to move beyond summarizing what the data says and identify the likely cause, the evidence behind it and the next step the rep can take while the subscriber is still on the line.

Available Now With Preseem Plus

Support Assistant is available now to Preseem Plus customers. It’s the first product in Amplify AI, the family of AI assistants we’re building to put Preseem’s network intelligence to work across ISP operations. We started with the support call because that’s where the complexity of the network meets the subscriber directly.

Resolving more calls on the first try keeps subscribers from reaching the point where they start looking at the competitor down the road, and it keeps trucks in the yard and engineers on the build. Request a demo to see the Support Assistant name the fault on your own network.

Preseem gives regional ISPs the visibility and intelligence to identify subscribers with poor experience, reduce operational costs, and move from reactive to proactive network operations in a single platform, across vendors and access technologies. Learn more at preseem.com.