The reality shows that AI and human agents can complement each other, freeing operators from repetitive  tasks.  ⚠️ There is a growing myth in the service provider industry: the idea that Artificial Intelligence is coming to empty technical support offices and completely replace the human factor.  📢 But the day-to-day reality of an ISP is very different. AI does not compete with operators; it complements them and frees them from routine tasks.  👉 The Real Enemy: The Repetitive Task Loop If you analyze the inquiries that flood call centers on a Monday morning, a clear pattern emerges: nearly 70% of the tickets generated boil down to three mechanical actions: ⚡ Checking account status or balance. ⚡ Confirming whether there is a major outage in the area. ⚡ Guiding the customer through the correct modem restart procedure.  Requiring a qualified technician to repeat these same instructions 50 times a day leads to fatigue, boredom, and eventually high employee turnover. This is where AI makes a difference.  💡 Automation for Processes, Humans for People Our Suricata IA solution for ISPs acts as an intelligent first-line filter. Its job is to resolve predictable issues within seconds: ✅ Immediate frustration management: AI responds in less than 10 seconds, identifies the basic issue, and resolves it end-to-end when it is a simple configuration problem. ✅ Key data filtering: If the issue requires human intervention, AI gathers the customer’s history, speed test results, and relevant customer data before transferring the ticket. ✅ High-value human support: Your support team receives cases that have already been filtered. They now have the time needed to resolve complex routing issues or handle critical calls where empathy and human negotiation are irreplaceable.  📈 What ‘s the result? As you can see, customers are the main beneficiaries, receiving immediate answers while operators focus on tasks that truly require their technical expertise. You don’t reduce your team; you multiply its operational capacity.   💬 Want to see how Suricata IA interacts with a traditional support system? Schedule a meeting with our support team and discover how you can reduce your team’s workload starting this week.  📧 If you would like to learn more about Suricata IA, please feel free to contact us.  Diego CúneoDiego Cúneo Director …

With the right tools, you can deliver excellent service without needing to be permanently on call.  For an ISP -Internet Service Provider, nights and weekends are often danger zones. An outage at 2 AM or a misconfigured modem on a Sunday afternoon mean two things: frustrated customers complaining on social media, or sky-high costs for on-call technical support staff.   The promise of “automated 24/7 support” sounds great on paper. However, many ISP managers believe it is a myth because they fear the automation won’t live up to user demands. And they are not entirely wrong.  👉 That’s why today we want to show how an Artificial Intelligence (AI) Agent goes far beyond a conventional Bot.  🤖 Traditional Chatbot vs. 🧠 AI Agent: They Are Not the Same While a classic chatbot frustrates users by trapping them in a rigid menu of options, an AI Agent operates with human logic and autonomous problem-solving capabilities:  ✅ Natural Language Understanding: A traditional chatbot requires the customer to pick a number or type an exact word (for example: “Technical Support”). An AI Agent understands complex sentences like “My power went out and now the router is blinking red,” identifying the problem immediately.  ✅ Diagnostic Capability and Active Integration: A basic bot only routes the query or displays static text. The AI Agent connects to your systems (CRM, ERP, etc.) to run real-time diagnostics, check if the ONU is online, measure fiber power levels, and determine whether there is a mass outage in the user’s area.  ✅ First Contact Resolution (FCR): If the issue is administrative (such as a service suspended for non-payment), the AI doesn’t make them wait until Monday. It generates a payment link on the spot, processes the notice, and requests automatic service reconnection in the system within seconds.  ✅ Learning and Adaptability: A conventional bot repeats the same error over and over if the user doesn’t type what it expects. The AI Agent learns from every interaction, interprets the context and the customer’s history, …

Our tool, Suricata AI, is Omnichannel, allowing you to manage customer service across multiple messaging applications. 📢 One of the great advantages of Suricata IA is that it allows you to connect automated customer service across all the channels where your customers interact with you and manage everything from a single place. 🦦 We all know that WhatsApp is the main channel …

Let’s explore the other side of agent status tracking in Suricata AI. ? As we mentioned two weeks ago, we continue to roll out improvements to the Suricata AI platform. This time, we’re focusing on agent status tracking. In Part I, we covered how to manage the available statuses and ticket assignment. Now, let’s take a look at the remaining …

Starting October 1st 2026, Meta will charge for every response sent via WhatsApp. Here’s how Suricata AI can help. ⚠️ Meta has announced that, effective October 1, 2026, it will charge for every response your business sends via WhatsApp (whether sent by a bot or a human agent). The cost will vary depending on the country where the customer is registered. ? How will …

Another key feature of our platform helps you monitor agent availability. ? As part of the continuous improvements we make to Suricata AI, we have introduced an Agent Status system that allows agents to indicate their availability during working hours without logging out of the platform. ? The main advantage is that when an agent is, for example, in Away status, the …

Did you know that with Meerkat Cx 3.0 you can automatically assign tickets to a specialized agent based on the customer’s reason for contact? Fewer reassignments, more first-contact resolution. That’s the idea behind this feature in our omnichannel platform, Meerkat Cx 3.0: ensuring that specific tickets always reach the right agent—automatically, without manual intervention, and without wasting time reassigning cases from …