B2B Use Case · Worldwide · English
ISP complaint handling. Zendesk auto-ticketing
Customer calls about an internet outage. AI handles the full call. troubleshoots, creates Zendesk ticket, schedules technician. Support team opens CRM and finds everything already done.
Live walkthrough. exactly what happens
ENEN
⚙️ Adam Shaw calls Skyline Fiber ISP. AI loads: Skyline Fiber profile, Zendesk API credentials, knowledge base.
🤖 AI
Hello! Thank you for calling Skyline Fiber. I'm Aria, your AI assistant. How can I help you today?👤 Customer
My internet has been down since this morning. Nothing is working.⚙️ Language detected: English. Intent: Complaint to category: Internet outage.
🤖 AI
I am so sorry about that. Let me check. You are Adam Shaw, 47 Riverside Drive, on the 300 Mbps plan?👤 Customer
Yes, that is correct.⚙️ Zendesk API: POST /api/v2/tickets. Subject: 'Internet outage. Adam Shaw, Riverside Drive', Priority: High, Category: Outage. Ticket #ZD-44821 created in 0.3 seconds.
🤖 AI
I've created ticket #44821. Let's try one thing. Please turn the modem off, wait 30 seconds, then turn it back on. I'll wait.👤 Customer
Done... still not working.⚙️ Zendesk API: PATCH ticket #ZD-44821. Note: 'Modem restart failed. Escalate to field team.' Status: Pending.
🤖 AI
No problem. I will send a technician tomorrow morning between 9 and 11 am. Does that work?👤 Customer
Yes, tomorrow works.⚙️ Zendesk API: Create task on #ZD-44821. 'Technician visit: Adam Shaw, 47 Riverside Drive, 9-11am'. Assigned: Field Team.
🤖 AI
Perfect! A technician will arrive tomorrow between 9 and 11 am. Your reference number is #44821. Thank you!Before Altoka
Outage calls flood your support team
- Agents spend 6-8 minutes per call doing manual data entry.
- Multiple tool switches. phone, CRM, scheduling tool.
- After-hours calls go unanswered. customers left frustrated.
With Altoka
AI handles the full call, 3 CRM actions fired
- Ticket auto-created with correct priority and category in Zendesk.
- Troubleshooting script followed automatically.
- Technician visit scheduled and assigned. all without a human.
Step-by-step. what really happens
1Call answered
What happens
AI greets in English, Adam responds, AI assists.
Background system
call connects. Voice AI detects the language in 2 seconds.
2Customer verified
What happens
AI confirms Adam's name, address and plan from the Zendesk record.
Background system
Zendesk API: GET /users/search?phone={caller_number}. Record found.
3Ticket created
What happens
High-priority Zendesk ticket created in 0.3 seconds.
Background system
Zendesk POST /tickets. priority: high, category: outage, customer: Adam.
4Troubleshoot
What happens
AI guides modem restart. Amit tries. still no connection.
Background system
Knowledge base: standard troubleshooting steps for outage complaints.
5Ticket updated
What happens
Ticket note added: modem restart failed, escalate to field.
Background system
Zendesk PATCH ticket #44821. note added, status updated.
6Technician booked
What happens
Field technician assigned for next morning 9-11am.
Background system
Zendesk task created, assigned to Field Team with time slot.
Measured results
3 auto
Zendesk API calls
~4 min
Handle time
Zero
Manual entry