AI Agents/Tier 1 Support
AI Tier 1 support for ISPs Resolve Tier 1 support, and escalate when it matters.
Inerxia's Tier 1 support agent takes inbound calls, chats, texts and emails, resolves the common cases end to end — outages, balance questions, password resets, plan changes — and hands a human the full context when a person is actually needed.
- Channels
- Inbound voice · SMS · Web chat · Email
- of Tier 1 tickets resolved by AI
- 92%
Text message · carrier delivered
The problem
Tier 1 is most of your call center — and the cheapest tickets consume your most expensive agents.
Operators answer the same thirty repetitive cases: outages, balance questions, password resets, plan changes. Queues grow, satisfaction drops, and the team wears down on work that should already be automated. The cost is not just the headcount. It is that nobody senior is available for the case that actually needed them.
What is CPE?It resolves it in the thread.
On SMS, web chat and email it authenticates the subscriber, resolves the request and sends the link — with the full account context, in seconds.
And it answers the phone.
Natural inbound and outbound calls that identify the account and take the action live — no IVR maze, no hold music.
Hi Pedro, this is Inerxia. I see you reported slow internet — is that right?
Yes, it has been slow since last night.
I am seeing 180 ms of latency on your CPE. I will restart it remotely, it takes about 30 seconds.
Okay, it is working again.
Triggers
What sets the agent off.
Signals are scored in real time and the right action fires automatically, inside the limits you set.
Signals
Actions
“We eliminated the queue. Customers get answers instantly, and our agents only handle the cases that genuinely need a human.”
Pricing · Tier 1 Support agent
Starts at $500 USD per AI Agent
The Tier 1 Support agent starts at $500. Add channels — voice, SMS, web chat, email — and the capabilities it needs; both are priced into your quote.
Keep reading.
- GuideWISP billing softwareWhat WISP billing software must handle for fixed wireless ISPs: RADIUS suspension, CPE and installs, outages by sector, USF and E911, and a safe migration.
- GlossaryCPE (Customer Premises Equipment)CPE (Customer Premises Equipment) is any provider-managed device at the subscriber's location: the router, the ONU or ONT on fiber, or the radio and antenna on fixed wireless.
- GlossaryTruck rollA truck roll is dispatching a technician to a subscriber's location for an install, repair or equipment swap.
Questions operators ask.
What does an AI Tier 1 support agent do for an ISP?
It answers inbound calls, chats, text messages and emails, verifies the subscriber, and resolves the repetitive cases end to end: outages, balance questions, password resets and plan changes. When a case genuinely needs a person, it hands your team the full context so the subscriber does not have to start over.
Which channels does the support agent cover?
Inbound voice, SMS, web chat and email. The agent works with the same account context, the same authorization limits and the same audit trail whether the contact arrives as a phone call or a text message, and it answers every hour of the day.
Can it fix a connection problem on its own?
Often, yes. The agent reads the subscriber's account and equipment state, so it can run remote actions such as restarting the customer's CPE, then confirm in the same conversation that the service is working again. Anything it cannot resolve is escalated with the diagnosis attached.
When does it escalate to a human agent?
When a person is actually needed. The agent resolves the routine Tier 1 cases and escalates the rest to your team with the full account context and the conversation so far, so your most experienced people spend their time on the cases that really need them.
Is it safe to let an AI agent act on subscriber accounts?
The agent verifies who it is speaking to before it reads a balance or touches a service, acts only inside the authorization limits you set, and logs every action against the subscriber record with a full audit trail.
Watch it work on your own data.
Book a 30-minute demo and see the Tier 1 agent resolve real cases from your queue, live.