AI Automation is revolutionizing customer support for Internet Service Providers (ISPs). Recognizing the need for a unified support system, our client—an ISP—approached us to develop a solution capable of handling customer interactions across multiple communication channels, including email, phone calls, and WhatsApp.
The client’s vision was to ensure that customers could reach out for support through their preferred medium and receive fast, consistent, and intelligent responses. The ISP wanted the entire process to be automated, from ticket creation to support agent notification and interaction logging, to minimize human intervention and streamline their support operations.
After detailed discussions with the client, we identified their key requirements:
We started by creating a workflow map that outlined how each communication channel would integrate into the customer support process. We defined the key stages of interaction—from receiving a customer inquiry to ticket generation, AI-powered responses, logging interactions, and support agent notifications. The workflow was designed to seamlessly connect each channel into a unified support pipeline.
To bring the client’s vision to life, we designed and developed a Make.com scenario that automated the entire customer support process. Here is a breakdown of our solution:
