New product makes every support rep as effective as the best one by grounding AI guidance in real subscriber experience data.
WATERLOO, ON, Oct. 28, 2026 /PRNewswire-PRWeb/ -- Preseem today launched Support Assistant, an AI assistant that gives regional Internet Service Provider (ISP) support teams a full network investigation on every call. By the time the subscriber has explained the problem, the rep knows whether it is the network, the CPE, or the Wi-Fi. It's the first in Preseem's new Amplify AI family of assistants.
Great customer support is a regional ISP's best way to stand out, but reps are often slowed down by scattered systems, siloed technical knowledge, and hard-to-reach data. Subscribers wait on hold, and simple issues get escalated. The problem is not lack of effort; it's lack of clear information.
That gap is expensive. Beyond the frustration that drives churn, every unclear call risks an unnecessary escalation to senior staff, a truck roll sent just in case, or a hand-off to overflow support that often returns the ticket the next day.
Preseem's Support Assistant closes the gap by improving subscriber experience while reducing support costs.
How It Works
Support Assistant determines whether the problem is on the subscriber's end or the network's, whether the issue is isolated to that subscriber or shared across a network segment, and what the subscriber's quality of experience (QoE) has looked like over the preceding days and weeks. That context reaches the rep in everyday language, in seconds.
Support Assistant streamlines the entire support operation by reducing resolution times and cutting unnecessary escalations and dispatches 'just in case'. As a result, new reps can contribute on day one without complex technical training. With the technical answer handled, the person on the call can spend it being patient, explaining clearly, and making the subscriber feel the ISP cares. That is the part of the call no software can do, and the part a subscriber remembers.
Key Capabilities of Support Assistant:
- No manual data gathering: Once a rep enters the subscriber's details, Support Assistant runs the full investigation automatically.
- Isolated vs. widespread fault detection: Identifies whether a subscriber's issue is unique to them or shared across a network segment, enabling accurate and efficient escalation decisions.
- Consistent rep performance: Every rep, senior or new, delivers the same quality of investigation because the Support Assistant does the diagnostic reasoning, not the individual.
- Plain-language QoE context: Complex metrics, such as capacity-constrained APs, plan speed ceilings, and subscriber health trends, are translated into clear, actionable guidance.
- Accelerated onboarding: New hires no longer need months of multi-vendor training to handle calls confidently. Support Assistant supplies the technical knowledge; the rep supplies the communication.
"Reps shouldn't have to piece together answers from disconnected systems while a subscriber waits. Support Assistant consistently runs the same thorough investigation your best rep would, every time, no matter who picks up."— Dan Siemon, CEO, Preseem
Support Assistant draws on the subscriber experience data Preseem measures continuously across vendors and access technologies, connected to the ISP's billing and CRM systems. It knows what the subscriber is actually experiencing when the call starts, not just what they report.
Support Assistant is available now for existing Preseem customers. ISPs interested in a demonstration can request one at preseem.com/amplify-ai/.
About Preseem
Preseem gives regional ISPs the visibility and intelligence to identify subscribers with poor experience, reduce operational costs, and move from reactive to proactive network operations—across all vendors and access technologies—in a single platform. For more information, visit preseem.com.
Media Contact
Angie Zettler, Preseem, 1 8337737336, [email protected], www.preseem.com
SOURCE Preseem
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