CarrierAutomate NOC automation for carrier tickets
No more time on hold
When a circuit goes down, SmartTile 2.0 gets the carrier ticket opened, by API where the carrier has one or by Joey, our AI voice agent, where it doesn’t. Then it keeps chasing until the circuit is back.
Are carriers eating your team’s day?
A circuit drops at 2 a.m. Someone has to find the account, call the carrier, sit in the phone tree and write down the ticket number.
Finding the details
Before anyone can call, they have to track down the account, the circuit ID and a site contact.
Phone trees and hold music
Every carrier has its own process, and every call ties up an engineer who could be doing real work.
Chasing updates
Opening the ticket is only the start. Someone still has to keep calling back for status.
Updates that don’t land
What the carrier says on the phone still has to make it back into your ticket.
How CarrierAutomate works
NOC automation for carrier trouble tickets, from the confirmed outage to the verified restoration, with people behind every step.
Step by step
- Confirms the outage first, then checks for the circuit ID, any open carrier ticket and a genuine site contact where the carrier requires one.
- Uses the carrier’s API where one is live. Otherwise Joey, our AI voice agent, calls the carrier.
- Joey works the phone tree, reads out the circuit ID, holds up to 45 minutes and returns the ticket number.
- Status calls follow a cadence (15 minutes, 1 hour, 4 hours, up to 3 days), each summarized in the ticket.
- After ten attempts without a result, a live SmartChoice engineer takes over.
People behind the automation
Joey handles the calls nobody wants to make, but you’re never left with only an AI on the job.
24/7/365 U.S. NOC. If a carrier ticket can’t be established, our team takes over.
Ten attempts, then a person. A live SmartChoice engineer picks up where Joey left off, with the history already on the ticket.
Three routes to a carrier ticket
SmartTile 2.0 uses the best route each carrier allows, so a carrier with no API can still get a ticket opened.
Carrier API
First choice where it’s live
Tickets open directly through the carrier’s API, with status and notes carried into your ticket. Live with Granite and Lumen, with more carriers in progress.
Joey, AI voice agent
60+ carriers by phone today
When there’s no API, Joey calls the carrier, works the phone tree and returns the ticket number, then follows up on a set cadence.
Carrier portal
Coming soon
For carriers with no API, portal automation is built to log in, fill in the ticket form and return the ticket number. Joey handles these carriers by phone today.
What SmartTile 2.0 delivers
Less time on the work after the alert, with no extra headcount.
48%
faster resolution
3.5×
more ticket capacity, with the same team
SmartTile 2.0 platform results in early use across 6 production environments. Not a service-level commitment.
Carriers we work with
Joey works with 60+ carriers by phone, and SmartTile 2.0 uses the carrier’s API where one is live.
Carriers
API connections
One platform, three engines
Each engine works on its own. Together, they carry an outage from the first alert to the verified restoration.
DeviceAutomate
Every device, one current view
A live inventory straight from your vendors, with firmware, configuration, VPN, access and cloud on the same board.
Explore DeviceAutomateServiceAutomate
Tickets that arrive ready to work
One ticket per site outage in the ITSM platform you already use, with site, circuit and device details filled in.
Explore ServiceAutomateCarrierAutomate FAQ
What is CarrierAutomate?
CarrierAutomate is the SmartTile 2.0 engine that opens and chases carrier repair tickets. When a circuit outage is confirmed, it uses the carrier’s API where one is available. Otherwise, Joey, our AI voice agent, calls the carrier, works the phone tree and brings back the ticket number.
Who is Joey?
Joey is our AI voice agent. Joey calls the carrier, navigates the phone tree, reads out the circuit ID, holds for up to 45 minutes and returns the ticket number the carrier issues. Joey then places status calls on a set cadence until the issue is resolved.
Which carriers do you support?
Joey can work with 60+ carriers by phone, including AT&T, Verizon, Lumen, Spectrum, Comcast, Zayo, Granite, GTT, Windstream, Bell, BT, Colt and NTT. Where a carrier’s API is live, SmartTile 2.0 uses it first.
What happens if Joey can’t get a ticket?
After ten attempts without a result, a live SmartChoice engineer takes over. Our 24/7/365 U.S. NOC stands behind every automated step.
Does the ticket information reach our ITSM system?
Yes. CarrierAutomate works alongside ServiceAutomate, so the carrier ticket number and status updates are carried into your ticket as notes.
Do we get a record of each call?
Yes. Each status call is summarized, and incidents close with ticket IDs, call recordings and SLA evidence.
Ready to stop waiting on hold?
See CarrierAutomate work a real outage.