Free Customer Support Call Report Template
Customer Support Call Report
Date of Call: January 12, 2095
Time of Call: 3:45 PM
Customer Name: Alex Cybernaut
Customer ID: 2095-00123
1. Call Overview
A. Purpose of Call:
The customer reported functionality issues with their AI-powered home assistant, citing a failure to respond to voice commands.
B. Issue Details:
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The AI assistant intermittently fails to activate voice recognition features.
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Error code 5H00T-AI2095 is displayed on the connected home hub.
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The problem was reported to have started after a recent firmware update.
C. Steps Taken During Call:
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Guided the customer through restarting the AI system via the control panel.
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Verified the system logs to confirm the reported error.
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Informed the customer about a scheduled remote diagnostic test.
D. Escalation Status:
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Yes, escalated to the Level 2 Technical Support Team for further analysis.
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Provided the customer with a case reference number: AI2095-ERR12345.
E. Estimated Resolution Time:
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Expected resolution within 48 hours post-escalation.
2. Representative Details
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Representative Name: Jamie Technova
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Employee ID: EMP2095-98765
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Action Summary:
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Explained the next steps clearly and ensured the customer was aware of the diagnostic schedule.
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Scheduled follow-up contact for January 16, 2095, to confirm resolution.
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3. Additional Notes
The customer was understanding and expressed gratitude for the prompt support. If diagnostics indicate incompatibility with recent updates, we recommend exploring a possible firmware rollback.
