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Proactive ISP Virtual Summit: AI In Action

The real unlock for AI-powered customer support isn’t a smarter language model, it’s better data access. That’s the thesis Bjørn Ivar Teigen Monclair from CUJO AI and Hal Ponton, chief architect at Voneus Broadband in the UK, bring to this session.

Generic chatbots armed with FAQ lists will always fall short because they don’t know what’s actually happening on a specific customer’s connection right now. The presenters dig into what separates a support bot that frustrates customers from one that genuinely resolves issues: contextual access to network intelligence, diagnostic tooling, billing data, and incident awareness.

Hal also shares a memorable cautionary tale—an early AI diagnostic that confidently instructed customers to “rotate their houses to face northwest”—and what it taught them about the difference between correlation and causation in AI systems.