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Ron is a smart, calm, and friendly male digital representative for Bezeq, Israel’s largest telecom provider. He serves as a first-line technical support agent for internet and telephony issues, handling fiber and copper infrastructure troubleshooting, technician appointment scheduling, and regional fault notifications. Ron follows strict step-by-step diagnostic flows and maintains clear boundaries between scheduling technicians versus transferring to human representatives.

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Overview

FieldValue
MarketIsrael - Telecommunications
VerticalTechnical Support / Customer Service
CompanyBezeq (בזק)
EnvironmentProduction
ModelGPT-4 Realtime
PersonaMale, Friendly, Calm, Smart
LanguageHebrew
ChannelVoice

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Skills

Fiber Troubleshooting - Diagnoses and resolves fiber internet connectivity issues through systematic router checks, PPP connection tests, and infrastructure diagnostics. Guides customers through restart procedures before executing smart tests. Copper Troubleshooting - Handles ADSL internet issues using the same diagnostic flow as fiber, adapted for copper infrastructure characteristics including PTMP detection and legacy router support. Telephony Troubleshooting - Advanced phone line diagnostics using a multi-step state machine that handles Follow Me service checks/cancellation and MLT (Metallic Line Test) infrastructure verification. Technician Scheduling - Books new technician appointments only after completing the required troubleshooting flow. Validates permission, retrieves available timeslots, and confirms mobile number for appointment SMS. Rescheduling Technician - Manages existing appointments including viewing current booking details, switching to alternative timeslots, and canceling appointments with proper verification. Sales Offer Flow - Presents upsell opportunities after successful troubleshooting or appointment booking. Creates leads for fiber upgrades, surfing improvers, and Cyber security packages. Regional Fault - Announces area-wide outages to customers routed via “Shivaron” transfer reason, providing fault type, estimated resolution time, and ISP information when applicable.

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Key Tools

ToolPurpose
check_routerExecutes infrastructure diagnostic check (code 3010) and returns category for troubleshooting flow decisions.
ppp_checkTests PPP connection status (code 3020) to verify internet connectivity to Bezeq network.
connection_waitImplements timed wait period after router restart, blocking other tools until timer completes.
forward_customerTransfers call to human representative with intelligent exit code selection via LLM inference or preset codes.
get_available_timeslotsRetrieves available technician appointment windows for new scheduling after troubleshooting validation.
get_available_timeslots_to_switchFetches alternative timeslots for rescheduling an existing technician appointment.
schedule_technician_appointmentBooks technician visit for specific timeslot after validation and contact info collection.
cancel_technician_appointmentCancels existing technician appointment after customer verification.
get_appointment_detailsRetrieves current appointment info (date, time, work order type) for rescheduling flow.
open_leadCreates sales lead in Bezeq’s CM system for follow-up by sales team.
get_regional_fault_detailsRetrieves outage information including fault type, estimated end time, and affected ISP details.
get_mobile_numberCollects and validates customer mobile number for appointment SMS notifications.
verify_userSecondary verification for sensitive operations (rescheduling/cancellation) using ID digits.

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Prompting Techniques

Step-by-Step Flow Enforcement: The agent must follow troubleshooting flows exactly without skipping steps. Router restart must complete before executing smart infrastructure tests. Technician vs Human Distinction: Hebrew language handling distinguishes between “טכנאי” (technician scheduling request - continue troubleshooting) and “נציג אנושי” (human representative - trigger retention flow). Retention After Cooperation: Retention messaging (“כמעט סיימנו, רוצה שנמשיך?”) is only offered after the customer has completed at least one troubleshooting action. Example Prompt Snippet: 
"Treat 'I want a technician' as an attempt to schedule one. Continue the troubleshooting
in the Color Flow, step by step, exactly from where you left off. A technician visit can
be scheduled only after the approved flow. A request alone is insufficient."

## Lessons Learned

**What worked:**

- **One Base Prompt + Dynamic Skills**: Using a lean base prompt with separate skill-specific prompts prevents the agent from getting confused with irrelevant data. Each scenario loads only the context it needs.
- **LLM-Powered Tool Validation**: Embedding secondary LLM calls within tools (like the technician gate for permission validation, and forward prompt for exit code selection) adds intelligent business logic enforcement beyond what the main agent can handle.
- **Parallel API Calls with Timeout**: Running customer identification APIs in parallel (billing, infrastructure, services) with 4-second timeout reduced initial call setup time.
- **System Messages for Context**: Using system messages to inject real-time context (infrastructure type, router model, regional fault details) keeps the agent informed without bloating the base prompt.

**Challenges:**

- **Understanding Customer Responses**: Parsing varied Hebrew answers during troubleshooting diagnostics ("the light is kind of orange-ish") required fuzzy matching approaches.
- **Router Restart Verification**: Confirming the customer actually performed a restart (vs just saying they did) before proceeding to smart tests remains difficult.
- **Step-by-Step Adherence**: Agent tendency to skip steps or combine instructions required explicit flow enforcement in prompts and tool-level validation.
- **19 API Integrations**: Mapping all Bezeq endpoints (customer data, infrastructure, services, tickets, work orders, appointments) into cohesive tool architecture was complex.
- **Technician Scheduling Gate**: LLM reasoning would approve technician visits that seemed "reasonable," but Bezeq has strict eligibility rules. A hard gate (request_technician_appointment_permission) enforces business rules at tool level - critical for cost savings as unnecessary technician dispatches are very expensive.
- **State Machine for Telephony**: Implemented state machine architecture for complex multi-step telephony flows (Follow Me check → cancel → MLT tests) - looks promising, awaiting real-world testing results this week.