Illustrative scenario. The company, the people and the conversation are fictional and were built to show how OmniAgent works. This page has no measured customer results.
- Services
- Residential and business internet provider (fictional)
- Channel
- What the agent executes
- Open a support ticket, schedule a technician visit, reissue an invoice, look up a case number
The context
The support operation of a service provider gets the same kind of contact every day: the connection dropped, the invoice never arrived, when is the technician coming. Each of these requests has a known path in the company systems, but the customer only reaches it after a phone queue and a numbered menu.
In this scenario, the company wants customers to resolve it on WhatsApp, at a time that suits them, and wants the field team to receive tickets that already carry the data they need.
What slows support down today
- 01
A queue for the basics
Opening a ticket means waiting for an agent who will ask the same questions as always.
- 02
Incomplete ticket
The field team gets the ticket with no initial diagnosis and wastes a trip to the site.
- 03
Customer left waiting
After booking the visit, the customer calls again to ask what time the technician is coming.
The conversation
The customer reports that the internet is down. The agent identifies the contract through a secure form, reads the equipment photo and books the visit.
Example Provider
support
- my internet has been down since early this morning
- Sorry about that. To open the ticket, enter your CPF (taxpayer ID) in the secure form I sent.
- • • • • • • • • • • •
- I found the contract on Rua das Flores. Can you send a photo of the modem, with the lights visible?
- red light is on
- The red light means a signal failure. I already opened the ticket and can book the visit: tomorrow morning or afternoon?
- morning
- Visit booked for tomorrow, between 8am and 12pm, case number S-20418. You will get a notice when the technician heads out.
What the agent executes
Each step of the conversation maps to an operation in the company systems.
- 01
Identifies the contract
The CPF goes in through a secure form and straight to the system, without passing through the AI.
- 02
Reads the equipment
The modem photo becomes an initial diagnosis attached to the ticket.
- 03
Opens the ticket
The ticket is created in the support system with the data and the diagnosis.
- 04
Books the visit
The time comes from the field team's real calendar and is reserved.
What stays outside the AI
The AI runs the conversation and understands the photo. The company system decides: whether the customer has an active contract, whether the area has a technician available and which times exist. The agent only offers what the system returns.
The CPF never enters the conversation text or what the language model reads. If the case goes off script, for example a billing complaint, the agent transfers to a person with a summary of what was already handled.
How to start
- 01
Pick one request
Start with the most repeated support contact, such as opening a ticket and booking a visit.
- 02
Declare and simulate
The team describes what the agent collects and which operation it calls, and tests before publishing.
- 03
Pilot with a controlled group
A controlled group of customers uses the agent while the team follows the conversations.