What happens today
A truck roll is the most expensive way to resolve a ticket.
When a subscriber reports a problem, the cost of the answer ranges from a remote reset to a technician in a van. Dispatching when a remote fix would have worked is money spent; not dispatching when the fault is physical is a repeat call and a customer who has to wait twice.
The right call depends on context the agent does not have in one place.
Whether a ticket is a known outage, a provisioning error, an equipment fault, or user side, and whether the account carries an SLA, is a judgment that needs live network status, the account entitlement, and the device state — held across the network monitoring, CRM, and ticketing systems.
The SLA clock runs from the report, not the triage.
For business accounts, resolution and response timelines start when the ticket is raised. A ticket sitting in the wrong queue is not a delay the provider can absorb quietly. It is an SLA breach and a credit.
The credit and the cause are reconstructed after the fact.
When a business customer claims an SLA credit or a review asks why truck rolls rose, the evidence — when it was reported, what was done, when it resolved — is spread across three systems and reassembled by hand.
How the architecture runs it
A truck roll is the most expensive way to close a ticket, and the right call needs live network status, the account entitlement, and the device state that no one holds in one place. The FLOW diagnoses each ticket against live data, decides remote fix versus dispatch on the rules, tracks the SLA clock, and evidences the outcome — so a truck rolls only when it has to.
network operations sets the triage rules, SLA tiers, and dispatch thresholds
which ticket, diagnosed how, remote or dispatched, against which SLA, with what outcome and credit
What the FLOW does
Take the ticket.
A trouble ticket from any channel starts the FLOW; Connect pulls the ticket, the account entitlement, the device state, and live network telemetry from the systems that hold them.
Diagnose against live status.
A Digital Task Agent tests the issue against the outage map, the provisioning record, and device health, and classifies it as a known outage, a remote-fixable fault, or a physical one, with the evidence cited.
Resolve entitlement and SLA.
Business Context applies the account entitlement and the SLA rules to select the corrective path, reserving a dispatch for the cases the rules say need one on site.
Route the work, track the clock.
The FLOW runs the remote fix or hands the field job to the right team; a Digital Supervisor routes the dispatch through the Enterprise Workplace and escalates an SLA clock before it breaches.
Resolve, credit, and record.
Connect writes the resolution back and calculates the eligible SLA credit at ticket close, rather than leaving it to a later dispute.
What it's worth
Different decision-makers weigh different things.
Here is what this FLOW returns to each.
The most expensive path to a fix — a technician in a van — is taken only when a remote one would not have worked, so truck rolls track faults rather than guesses.
A predictable diagnose-to-resolution path: remote fixes clear without a queue, and genuine field work is dispatched on a rule.
Runs above the network monitoring, CRM, and ticketing systems with no migration, and the tools it can touch stay IT-owned.
Every SLA outcome is evidenced at close, so a credit claim is answered from the record rather than a three-system reconstruction.
Fewer repeat visits and fewer customers waiting twice, because the remote-versus-dispatch call is made with full context the first time.
Coexistence
How this connects to what you already run.
NEWWORK Connect reads from and writes to the systems that run the network and the business, including CRM, the OSS and BSS, provisioning and inventory, field-service dispatch, and billing. Those systems remain your Systems of Record. NEWWORK runs above and between them, which is why a FLOW of this kind can go into production without a migration program standing in front of it.
You can begin with one of these FLOWs, with a Digital Employee owning a single recurring role, with an Enterprise Workplace for one team, or with a complete Business Solution. Any starting point. Any combination. Your way.
Start above your existing systems. Replace selectively when it creates value.
Governed autonomy
Why the record matters as much as the work.
Every FLOW produces one execution record: what happened, in what order, under which policy, by which human or which Digital Task Agent, on what evidence, and with what outcome.
Governed autonomy means the FLOW acts inside limits you set, escalates what it should not decide alone, and leaves a trace of both. The same record answers the SLA credit, the provisioning dispute, and the service-quality review, because it is the record of the work itself rather than a report written about it afterward.
That is what makes work of this kind safe to give to an AI system in a business where an activation, a dispatch, and an SLA each carry a commitment to a subscriber. The capability is what makes the pilot worth running. The record is what makes it defensible.
AI-native by architecture. Agentic in execution. Autonomous where governed.
