The problem

A regional ISP serving 10,000 subscribers receives hundreds of daily messages, 70% about the same five issues: slow connection, modem blinking, invoice amount, payment methods, coverage. Technicians waste hours on questions a script could answer.

The solution, step by step

  1. Document the top issues and their exact resolution steps in Notion (the knowledge base).
  2. An n8n workflow receives messages from WhatsApp and Facebook and passes them to Claude with the knowledge base.
  3. The AI walks the subscriber through the fix — restart sequence, cable checks — and asks for the result at each step.
  4. If unresolved, or if keywords indicate an outage, n8n opens a ticket with the full conversation, line number and diagnosis already attached.
  5. Detected outage clusters (many tickets from one area) trigger an alert to the network team.

    6. Result and estimated gains

    • 60 to 70% of tickets closed without human intervention.
    • Average first response time falls from hours to under a minute, day and night.
    • Technicians receive pre-qualified tickets and resolve them twice as fast.