Troubleshooting

Find the problem faster.
Guide the customer to the fix.

From setup issues to multi-step diagnostics, AI agents understand the problem, check the right context, guide the next step and escalate only when specialist help is needed.

Issue reported
“My device keeps disconnecting.”
Diagnose
NetworkOK
DeviceOK
Signal strengthWeak
Likely cause
Weak wireless signal
Next action
Optimize wireless channel
Customer confirmation
“That worked — it’s stable now.”
Connection stable
Resolved · no agent needed
If unresolved → escalate to specialist with full context

Built for real support issues

Problems show up differently. The agent adapts the path.

From first-time setup to recurring faults, use the same troubleshooting foundation across different products, services and customer situations.

Customer

“I just got my new device but the app won’t finish setting it up.”

What the agent does
Identify where setup failed
Guide the user through the correct sequence
Confirm each step before moving on
Escalate only if setup remains blocked
Recommended steps
Guiding
Guided setup
Live
Check prerequisitesDone
Re-run pairingIn progress
Activate deviceNext
Setup complete

The customer moment

“It isn’t working” is simple. Finding out why usually isn’t.

The right fix depends on what the customer is using, what is happening now and what they have already tried. Without that context, troubleshooting becomes repeated questions and generic instructions.

The fastest fix starts with understanding the problem before prescribing the step.

Customer says
“My device keeps disconnecting.”
ProductSmart Hub
SeverityMedium
Previous restartCompleted
Error detectedIntermittent
ConnectionWi-Fi
SignalWeak
Suggested diagnosisWeak Wi-Fi signal
Resolve nowEscalate to specialist

How ConvergedHub helps

Understand the issue. Guide the resolution. Carry the customer to the outcome.

ConvergedHub connects conversation, context and actions in one support journey — understanding the problem, guiding the customer and escalating only when needed.

1
Start in chat

Customer describes the issue and the AI narrows it down.

2
Share a photo

The AI asks for an image and reads the router lights.

3
Talk it through

Switch to voice with live captions for guided steps.

4
Resolve

Connection confirmed stable — or escalate if needed.

CH
Troubleshooting assistant
Voice · live captions
My router keeps disconnecting every few minutes.
Got it. Which status lights are on right now?
Can you upload a picture of the router lights?
Upload photo
router-lights.jpg
Analyzing image
WAN light blinking Weak signal Connection issue
I can walk you through the next steps by voice — switch now?
AI agent · voice
Live captions
Transcript
AI  Please restart the router.
AI  Move closer to the router and check the signal again.
AI  I’m checking if the connection stabilizes…
Connection stable
Issue resolved
Escalate to specialist only if steps don’t resolve it

One troubleshooting journey. Ask, show, talk — then resolve.

Get started

Start with one high-volume support issue. Prove it. Then expand.

Begin with a repeatable troubleshooting journey, define how it should be resolved, and expand once the experience is working.

  1. 01
    Choose

    Pick a common, repeatable support issue.

  2. 02
    Define

    Map symptoms, context and resolution steps.

  3. 03
    Configure

    Set guidance, actions and escalation rules.

  4. 04
    Improve

    Resolution, repeat contacts and escalation reasons.

Troubleshooting workflow builder
Editing resolution journey
Draft
Issue
Wi-Fi disconnecting
Resolution path
Trigger
Check outage
Check device
Check signal
Guide corrective action
Verify
OutcomeResolvedEscalate
Knowledge connectedActions configuredEscalation configured

Related

Turn more support issues into resolved journeys.

Start with the troubleshooting interactions consuming the most specialist time today.