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Automating customer product troubleshooting

Resolve issues faster, reduce support costs, and deliver a seamless troubleshooting experience for your customers.

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Watch how Nucleus AI handles technical support calls naturally and efficiently

Why Change Was Needed

The Problem

NextGen Internet serves thousands of customers across residential and business internet services, but their growth created an unexpected challenge: technical support calls were overwhelming their help desk and frustrating customers dealing with connectivity issues.

Every call followed the same routine: verify account information, diagnose the problem, walk through basic troubleshooting steps, escalate complex issues. With 100+ support calls daily, technical teams spent hours on repetitive diagnostics. Peak evening hours meant long hold times—exactly when customers needed their internet most for work and entertainment.

NextGen Internet can partner with Nucleus to build Alex, a voice agent designed for technical support. Alex's job? Handle customer troubleshooting from first contact to resolution, without the wait.

How Nucleus Solves It

The Solution

Alex answers calls with immediate assistance:
"Hi, thanks for calling NextGen Internet. I'm Alex, and I can help troubleshoot your connection today. What seems to be the issue?"
Alex guides customers through diagnostic steps:
"Let's start by checking your router. Can you tell me what lights you see on the front panel?"
Alex provides step-by-step solutions:
"I can see the issue. Let's try resetting your router. I'll walk you through it step by step."
Alex handles account verification, schedules technician visits when needed, and follows up to ensure issues are resolved—all in one smooth conversation.
Impact & Outcomes

The Result

Alex can now handle most calls without human help. Wait times drop and customer satisfaction goes up.

For NextGen Internet, this changed everything.

Nucleus now handles the entire troubleshooting process—end-to-end—without human help.

And because every call is logged and structured, NextGen's team can review patterns and keep improving the customer experience. All without tying up staff on routine calls.

Customers call. Nucleus solves.

Scale technical support and improve customer satisfaction. No holds, just help.

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FAQ

Everything You Need to Know About Nucleus AI Voice Agents