This guide breaks down an example “digital employee” built with SignalWire AI Agent for a cable company support line, including a structured troubleshooting flow, customer verification, and action execution through functions. It shows how an AI voice agent can verify a caller using an account number and Customer Proprietary Network Information (CPNI), then run common support steps like speed tests and modem diagnostics, and it explains how to wire those actions to backend functions so the agent can retrieve data and apply changes during the call.
AI Voice Agent Example for a Cable Company
SignalWire’s AI Agent allows you to integrate AI into your voice applications with ease. AI agents are particularly skilled when it comes to taking over customer support operations. Virtual assistants powered by AI can handle customer inquiries, provide basic troubleshooting, and perform tasks like sending messages or scheduling appointments. In this post, we'll dissect a code snippet for an AI agent designed to be a customer support agent for a cable company.
AI Zen: A digital employee at the cable company Livewire
In this example, we’ve built an AI voice agent named Zen, a witty AI assistant proficient in troubleshooting and support. Zen works for a cable company called Livewire, and is dedicated to making your experience as smooth as possible. Zen assists you with technical issues but also adds a touch of humor to every interaction.
To see how Zen works, call Livewire at +1 (201) 366-6039.
In the following snippets, we’ll break down the code behind Zen, which you can follow as an example to build your own customer support AI agent.
Server OS/applications used:
Debian 12
Perl
NGINX
Below, you can see the prompt that defines Zen’s personality, behaviors, and parameters. Zen boasts an impressive set of skills, from rebooting modems to conducting speed tests and checking modem diagnostics. Zen's abilities go beyond technical tasks; he can also transfer calls and verify customer details.
The conversation with Zen follows a structured flow to ensure efficient troubleshooting and support. Beginning with customer verification, Zen requests the account number and CPNI. If unsuccessful after four attempts, Zen moves on to step two – performing a speed test and relaying the results. Steps three and four involve checking modem levels and SNR. After providing assistance, Zen concludes the call. These actions are defined in plain language:
Functions
This example requires some code in order for Zen to perform functions such as speed tests and modem swaps. Functions in this example will connect to a database and pull data with a json output.
Once the function verify_customer is executed by the user verifying the account_number and cpni then the record for that customer can be used later. The prompt for this example won't allow any further steps to happen unless verify_customer is validated.
verify_customer
Name: verify_customer
Purpose: Verify customer account number, cpni first, last name and phone number
Argument: account_number|7 digit number,cpni|4 digit number
Meta data functions
meta_data functions access the output of an already executed function. In this example once the function verify_customer is executed by the user by verifying account_number and cpni, then the record for that customer is accessible via json for any meta_data functions.
modem_swap
Name: modem_swap
Purpose: Swap the users modem
Argument: mac_address|new modem MAC Address in lowercase hex 12 characters
speed_test
Name: speed_test
Purpose: Test upload and download speed from the modem
Argument: account_number|7 digit number,cpni|4 digit number
modem_diagnostics
Name: modem_diagnostics
Purpose: customer modem upstream downstream and snr levels
Argument: account_number|7 digit number,cpni|4 digit number
Have any questions as you’re building an AI agent? Bring them to our community Discord!
Frequently asked questions
What is a “digital employee” for customer support?
A digital employee is an AI voice agent that answers support calls, gathers the information needed to diagnose an issue, and completes routine tasks like running checks, guiding troubleshooting steps, and routing calls to a human when escalation is needed.
What problems are AI voice agents best at solving in customer support?
AI voice agents are strongest at high-volume, repeatable workflows, including basic troubleshooting, status checks, appointment scheduling, capturing case details, and routing calls, especially when the agent can also take actions like sending messages or triggering backend functions.
How do you verify a caller before performing account-level actions?
Use a verification step before any sensitive troubleshooting or changes. In this example, verification uses an account number and Customer Proprietary Network Information (CPNI), and the flow blocks later steps unless verification succeeds.
What backend actions should an AI support agent be allowed to run?
Start with safe, reversible actions like running a speed test, checking modem diagnostics, and collecting line statistics, then expand cautiously to state-changing actions such as a modem swap, only after verification passes and guardrails are in place.
How do you connect an AI Agent to real support systems and data?
With SignalWire, define functions that query or update your systems, return structured JavaScript Object Notation (JSON), and constrain when those functions can run. This example uses functions for customer verification, speed tests, modem diagnostics, and modem swaps.
How do you keep an AI support flow predictable instead of free-form?
Use a staged troubleshooting flow, gate progression on verification, constrain the agent to specific steps, and limit the function set to approved actions so the agent cannot improvise unsafe behavior.
