Preseem Launches Support Assistant to Enhance ISP Customer Support Efficiency

WATERLOO, ON, Oct. 28, 2026 /CourierPR/ -- Preseem, a provider of network visibility and intelligence solutions for regional Internet Service Providers (ISPs), has launched Support Assistant, an artificial intelligence (AI) assistant designed to enhance the efficiency and effectiveness of ISP support teams. This new product aims to address the common challenges faced by support representatives, such as scattered systems, siloed technical knowledge, and hard-to-reach data, which can lead to increased resolution times and unnecessary escalations.

Support Assistant automates the diagnostic process by providing regional ISPs with a full network investigation on every support call. Upon the subscriber's explanation of the problem, the AI assistant can determine whether the issue lies with the network, the customer's device (CPE), or the Wi-Fi. This real-time analysis helps support representatives make informed decisions, reducing the need for manual data gathering and streamlining the support operation.

The AI assistant offers several key capabilities, including the ability to distinguish between isolated and widespread faults, providing consistent performance across all representatives, and delivering plain-language quality of experience (QoE) context. By translating complex metrics into clear, actionable guidance, Support Assistant ensures that every representative, regardless of experience level, can deliver the same quality of investigation. This not only reduces resolution times but also cuts unnecessary escalations and dispatches, making new hires more productive from day one.

Dan Siemon, CEO of Preseem, emphasized the importance of Support Assistant in improving the overall customer experience.

Preseem's Support Assistant draws on the subscriber experience data it measures continuously across various vendors and access technologies, connected to the ISP's billing and CRM systems. This ensures that the support representative has the most up-to-date and accurate information about the subscriber's experience, enabling them to provide more effective and personalized support.

The product is now available for existing Preseem customers. ISPs interested in a demonstration can request one at preseem.com/amplify-ai/. By leveraging Support Assistant, regional ISPs can improve their customer support operations, reduce operational costs, and move from reactive to proactive network operations, all while maintaining the highest standards of service quality.