FTTH AI Agent

Diagnosing FTTH (Fiber to the Home) service incidents has traditionally required engineers to manually review data across multiple, disconnected operational systems. This process is time-consuming and repetitive, and its quality depends heavily on individual expertise — increasing the risk that important diagnostic details are overlooked and slowing down issue resolution for customers. To address this challenge, we developed the FTTH Diagnostic Agent — an AI-powered agent that automates and standardizes the diagnostic process for FTTH service issues. The agent collects diagnostic data from 10 different operational systems in parallel and consolidates the results into a single, unified view in approximately 10 seconds, eliminating the need for manual data gathering. Using AI-powered analysis, the agent then interprets the consolidated data and generates role-specific recommendations in Polish, tailored separately for Hotline consultants and Techdesk engineers. These recommendations include the likely root cause of the issue and suggested next steps, giving employees a clear, actionable starting point instead of raw data to interpret themselves. Beyond diagnosis, the agent also performs ticket validation — verifying whether an issue genuinely requires escalation to technical teams. This helps identify customer-side issues early, before tickets are unnecessarily forwarded, and reduces the number of avoidable field service visits. The solution supports three groups of employees: Hotline consultants handling first-line customer contact, Techdesk engineers performing advanced diagnostics, and other employees with access to FTTH diagnostic systems. Since deployment, the FTTH Diagnostic Agent has processed more than 20,000 diagnostics. It has reduced manual diagnostic effort, shortened the overall diagnostic process, improved consistency of issue analysis across teams, reduced unnecessary ticket escalations, and helped avoid unnecessary field service visits. The FTTH Diagnostic Agent is a strong example of how AI and automation can take over repetitive, time-consuming tasks, allowing employees to focus on more meaningful, high-impact work — directly supporting the company's broader strategy of delivering converged, high-quality customer experiences.

With more than 20,000 diagnostics completed to date, the FTTH Diagnostic Agent has measurably reduced manual diagnostic effort and shortened the overall diagnostic process. It has improved the consistency of issue analysis across teams, reduced unnecessary ticket escalations to technical departments, and helped avoid unnecessary field service visits.

Hotline consultants, Techdesk engineers, and other employees with access to FTTH diagnostic systems who are involved in diagnosing and resolving customer-reported FTTH service issues.

A proven, production-scale solution with over 20,000 diagnostics completed — not a concept, but a tool used every day. It replaces slow, manual, expertise-dependent diagnostics across 10 systems with results in ~10 seconds.