A regional fiber-based internet service provider on the East Coast ran a 10-person back-office dispatch team that had become a chronic bottleneck in their field service operations.
Field technicians were required to call into the dispatch office for equipment health checks, troubleshooting guidance, and work order closure, a process that left technicians sitting idle in their vehicles for 30 to 45 minutes after completing 15 minutes of actual work. With a field force handling up to five site visits per day, the compounding downtime was degrading both customer experience and operational throughput.
BlueLabel re-architected the client's existing Custom GPT pilot at the API layer using OpenAI's Agents API, building two integrated tools for a regional fiber ISP: a voice-enabled AI assistant for field technician troubleshooting and a dispatch automation workflow that triages service orders, runs hardware health checks, and closes work orders without dispatcher involvement.
The AI assistant and automated dispatch workflow eliminated the majority of inbound calls from field technicians, handling equipment health checks, work order closure, and troubleshooting guidance autonomously, without human dispatcher involvement.
The telecom reduced its back-office dispatch team, saving upwards of $11,000 per month per role eliminated, including avoided costs from chronic turnover in a role that was historically difficult to keep filled.
After rebuilding from a Custom GPT to the OpenAI Agents API, the solution scaled to serve 150+ field technicians at a monthly AI infrastructure cost of just $1.78, an order-of-magnitude cost advantage over naively scaling the original pilot.
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