Intelligent automation with actionable AI Agents for the US telecommunication company

What does the client do?

The US-based telecommunications provider with over 45 years of industry experience delivers fiber-powered internet and video services to 150,000+ households in 500+ master-planned communities across two south states. Award-winning for both their technology and service, the company delivers ultra-fast internet speeds with exceptional customer support, setting a new standard for connected living.

How does Vstorm cooperate with the client?

The client was looking for a strategic consulting and engineering partner to transform its AI adoption vision into reality complexly. They initially had identified over 80 potential use cases across the organization where Agentic AI automation could create significant value. We started with a collaborative identification of the first two high-impact opportunities that would demonstrate the real-world grounded value of automation with AI Agents. These initial projects delivered immediate benefits like ROI, as well as unleashed growth potential, proving both the technical feasibility and business value of intelligent automation.

Process #1 – Field installation automation

Vstorm transformed the client’s device installation process by replacing a manual, corporate call-center dependent workflow with an intelligent multi-agent system.

Before automation, each field installation required technicians to call a support center where three agents manually assisted them in real-time in activating devices using multiple systems. This outdated process created several critical business constraints, including high labor costs for every installation; limited service hours that delay jobs outside office hours; as well as a structural bottleneck that prevents expansion beyond other states.

Vstorm engineered an actionable AI Agent with a multi-agent architecture to eliminate these strategic limitations. The AI solution features a main orchestration agent supported by five specialized sub-agents handling specific domains in the process (incl. management of devices, network, accounts, troubleshooting, and documentation). The multi-agent architecture was chosen over a monolith for a few reasons. Breaking down a complex workflow into specialized components with narrow roles allows for eliminating hallucinations; it enables modular expansion – new sub-agents can be added to the ecosystem without disrupting the core workflow, ensuring adaptability as business requirements evolve. Finally, this architecture optimizes cost efficiency (as well as latency) by utilizing appropriate LLM models based on task complexity, using powerful models for nuanced orchestration while leveraging lighter models for routine operations.

The streamlined workflow now operates seamlessly:

1. Field technicians initiate the process by opening a chat and entering their tech ID and work-order ID
2. The main agent interprets the request and routes it to the appropriate specialized sub-agent
3. Sub-agents execute automated sequences in real-time
4. he system confirms successful completion, allowing technicians to immediately close jobs

As a result, the new AI Agentic workflow achieved 98% automation of the device activation process while nearly eliminating the routine work, allowing call center agents to be redeployed to higher-value activities.

Process #2 – Automation of error monitoring

Vstorm embedded an AI Agent into the client’s already established service platform – a system that was designed to funnel every customer error report into a single stream, whether the issue was a hardware failure, sluggish internet, intermittent signal, router or modem trouble, dropped phone service, or any other device-specific glitch. The platform’s consolidation was helpful, yet it still left technicians with a heavy manual burden: each ticket had to be deciphered from handwritten notes, matched to equipment records, and routed for resolution. Processing more than 300 requests a day tied up several team members for five to six hours and slowed response times.

To change that dynamic, Vstorm built an AI Agent that ingests real-time data from multiple sources, aligns it with business rules and live device telemetry, and recommends the next best action in minutes. The agent starts with the core details of every ticket – its unique numbers, account ID, request type (installation, upgrade, or technical issue), problem codes, time stamps, and field-technician notes. At the same time, it pulls hardware information such as device IDs, model types, current health readings, and granular performance metrics. A third data stream adds context by tracking customer account status, local outage reports, and the history of earlier tickets.

These inputs pass through a three-tier decision engine:

1. Business-rule analysis – rapid procedural checks against predefined conditions
2. AI analysis – large language models interpret unstructured notes and uncover patterns that the rules might miss
3. Technical analysis – real-time validation of device health and operating parameters

By synthesizing the results of those three layers, the agent produces a single, data-rich recommendation that steers support teams toward the fastest and most accurate resolution.

Results

By engineering foundational AI solutions for two initial processes, Vstorm delivered immediate ROI while establishing a blueprint for the client’s broader transformation strategy.

Process Improvements:

• Achieved 98% automation of device activation workflows, eliminating routine work and enabling call center staff redeployment to higher-value activities
• Created a scalable foundation supporting tenfold capacity expansion for multi-state operations while removing time-of-day constraints on installations
• Reduced error analysis and processing time from 330 minutes to just 30 minutes daily – a 10× efficiency improvement

The client found in Vstorm the right partner for their long-term transformation journey – one who helps them think big, but start small, while focusing on targeted, high-impact implementations. This approach ensures sustainable, coherent transformation without compromising on quality and overinvesting.

True to our mission of helping organizations “to ethically implement AI Agents, enabling people to focus on what matters most” Vstorm enabled another organization to free their talented staff from mundane tasks while dramatically improving operational efficiency and customer experience.