Home Broadband Complaint Handling
Multi-Agent Use Case · Call Center to NOC with humans in the loop
Overview
When a customer reports connectivity or performance issues, OpenAN orchestrates the appropriate specialized agents end-to-end — bridging call centers, billing, CDN, and network operations centers (NOC).
The Home Broadband Complaint Handling Agent retrieves matching workflows from the Orchestration Center and dynamically pulls required agent profiles from the Registry Center over A2A-T. Cases are resolved autonomously across network domains, escalating to NOC human experts only when standard workflows cannot resolve the issue.
Workflow Architecture
From call center to NOC, with humans in the loop.
- Intent Capture — Call center receives customer issue ("No internet", "YouTube is slow") and routes intent to the Complaint Handling Agent.
- Workflow Recall — The Orchestration Center identifies and retrieves the matched workflow for the complaint category.
- Agent Retrieval — The Registry Center issues agent cards (Customer Care, Billing, CDN, Vendor FAN).
- Multi-Agent Execution — Agents execute collaborative diagnostic tasks via the A2A-T protocol.
- Expert Handoff — Unresolved edge cases are escalated to Network Operations Center (NOC) experts with full contextual diagnostic history.
Branching Scenarios
Scenario A: Service Outage / Billing
- Triggers: "No internet for two days", connectivity failure
- Invoked Agents: Customer Care, Billing Agent, Vendor 1 FAN Agent
- Execution Path: Verify customer account status → Inspect billing blocks → Run physical layer diagnostic
Scenario B: Streaming / Speed Degraded
- Triggers: "YouTube/Netflix playback is slow", high latency
- Invoked Agents: Customer Care, CDN Agent, Vendor 2 FAN Agent
- Execution Path: Run service quality check → Inspect CDN node routing → Diagnose access network congestion
Architecture
