Reducing Ticket Load with Auto-Healing AI Support Agents
Executive Summary
A global connectivity company faced overwhelming Tier-1 ticket volumes caused by recurring Wi-Fi and router issues. AutomataWorks built an auto-healing agent that identifies, diagnoses, and resolves common issues autonomously — reducing load on human agents and improving customer experience.
Client Background
The client supports millions of consumer and small-business Wi-Fi devices. Their support center was receiving tens of thousands of repetitive tickets monthly.
The Challenge
Support leadership highlighted:
- High ticket volume driven by simple, repetitive issues
- Slow resolution time as human agents manually checked diagnostics
Customer frustration from long wait times and inconsistent troubleshooting
The Solution — Auto-Healing Diagnostic Agent
AutomataWorks deployed an agentic diagnostic system integrated into their existing support workflows:
- Pulls device telemetry and historical logs
- Identifies patterns like low signal, backhaul issues, or config drift
- Executes safe remedial actions (restart, reprovision, channel adjust)
- Updates support tickets with full resolution trace
- Escalates complex cases with context to Tier-2
Enterprise guardrails ensure the agent executes only approved actions with rollback capability.
How It Works
- Ticket Classification
Incoming tickets are analyzed for symptoms and mapped to known issue patterns. - Telemetry Pull
The agent retrieves router logs, signal levels, mesh topology health, and connectivity metrics. - Diagnosis & Decisioning
Root cause detected using a rule-augmented LLM reasoning stack. - Auto-Heal or Escalate
If safe: agent fixes the issue.
If risk detected: agent escalates with a summary for human review.
Results & Impact
After deployment:
- 40% of repeat issues resolved autonomously
- 50%+ faster ticket turnaround
- Reduced escalations to higher-tier teams
- Higher customer satisfaction, fewer callbacks
The system now handles thousands of issues monthly without increasing headcount.
Why It Matters
Combining device telemetry with Agentic AI allowed the client to deliver proactive, reliable support at scale — without compromising safety or quality.