Support Assistant · The First of Amplify AI
Make Every Rep
Your Best Rep.
Preseem’s Support Assistant checks the subscriber’s network data and tells your rep what’s wrong and what to say, while they’re still on the call.
THE PROBLEM
Your Reps Take Too Long To Reach A Decision On Every Call.
Most of your reps time goes to finding the data and working out what it means. The subscriber is on hold for all of it.
Either way, you pay for it.
Every Call Needs A Clear Next Step.
Every call ends in one of five next steps. Only one of them is the right decision. The others cost you twice: a longer call, then more work after it
New hires feel this most. It takes months before a rep reads the charts well enough to decide alone, and until then someone experienced is doing two jobs.
RESOLVED
Close The Ticket With Confidence
The goal of every call: find the cause and resolve the issue faster.
ESCALATED
Escalate to L2
L2 diagnoses it again. Your senior techs answer what the data already answered, and the subscriber repeats their story.
Dispatch A Truck
The subscriber takes time off for a visit that may not have been needed.
UNRESOLVED
Park It As “Monitoring”
No clear next step means the subscriber may have to call again.
End The Call Without A Fix
The subscriber calls back and diagnosis starts over in a new call.
WHY CALLS RUN LONG
Before Diagnosis Starts, The Subscriber Is Already Waiting
Account information, checking network equipment for issues, and any outages each live in a different tool, with its own login and its own search.
Countless Screens
Multiple Logins
0 Issues Diagnosed
HOW IT WORKS
What Your Rep Now Does On Every Call
01 · ASK
Ask In Everyday Language.
The Assistant Does The Digging.
Amplify pulls the subscriber, their equipment, and the full network path from every connected system at once.
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Plain-language questions and follow-ups
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Subscriber, device, and network path on one screen
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Quick links into each vendor’s record confidence
02 · DIAGNOSE
Get The Root Cause,
Not A Pile Of Metrics.
The assistant runs the same checks your best engineer would, places the fault on one layer, and tells the rep who owns the fix.
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Network Issue, In-home Customer Issue, or no fault found
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A confidence level on every diagnosis
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Every check listed, so reps can verify before they act
03 · SOLVE
Know Exactly What To Say.
Scripts are written for the subscriber, not for engineers. When the subscriber pushes back, the rep types it in and gets the next line.
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One-click copy
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The same everyday language
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Follow-up answers mid-call
04 · CLOSE
Close It, Ticket It, Or Escalate With The Evidence.
When a call needs the NOC or a truck, the ticket is drafted with the diagnosis and checks already attached. The rep approves it before anything is created.
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Tickets and call logs drafted in your subscriber system
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Required fields pre-filled to reduce manual data entry on every ticket
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Rep approval before every action
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Escalations arrive at the NOC team with full context
PROVE IT ON ONE SHIFT FIRST.
See Your Handle Time Drop Within 30 Days.
We measure your current handle time from your own ticket history. That number is set as your baseline, so the improvement you see is measured against your own data, not ours.
DAY 0
Your baseline: median handle time per call, and how many calls end in escalations, truck rolls or no decision
GO-LIVE
Your reps start using the assistant on their calls
DAY 30, 60, 90
Handle time compared side by side with your baseline
STOP INVESTIGATING.
START ANSWERING.
Fill out the form to learn more, and let us show you how our support assistant will amplify your team!
1-833-773-7336
295 Hagey Boulevard
1st Floor, West Entrance Waterloo, ON N2L 6R5
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