New AI-powered functionality in eero Insight surfaces key network issues and brings advanced diagnostic intelligence to front-line support agents, resulting in faster resolution for customers and lower cost to serve for ISPs.

The support squeeze

We hear regularly from our ISP community about the rising costs they face to support customers: the cost of every escalation, repeat call, and truck roll has climbed due to increased labor and fuel costs, and these economic pressures compound in an environment of persistent employee turnover in customer support, with industry benchmarks reporting call center turnover as high as 30–45% per year¹. And we feel this pain first hand with our own support team, which supports millions of customers. It has never been more critical to solve customer problems quickly and effectively the first time, and bring new support agents up to proficiency as soon as possible. 

What we're launching

To combat this challenge, eero is rolling out new AI-powered features for ISPs this week in Insight, eero’s remote network management tool. Smart troubleshooting and network highlights put additional capabilities in the hands of front-line support agents, enabling faster resolution, fewer escalations, and measurably lower operational costs. 

AI-powered troubleshooting gives support agents an interactive diagnostic tool that runs full network analyses, identifies root causes, and provides step-by-step resolution guidance.  In seconds, it can:

• Run a full health check that consolidates network status, connected device health, firmware, outage history, mesh connectivity, and connected devices in a single, concise response.

• Identify hardware-level bottlenecks like port negotiation issues, faulty cabling, power supply issues or misconfigured switches.

• Diagnose SSID conflicts, channel congestion, network loops, and low signal strength due to placement issues.

• Provide step-by-step guided troubleshooting and execute corrective actions like channel optimization scans or network updates.

The new Highlights section on the network page provides an AI-generated network health snapshot for instant visibility into a customer's network status. Think of it as walking into an important meeting with a pre-brief; the support agent starts with solid intelligence they can use to guide the customer conversation and direct questions about network symptoms. When an issue needs deeper investigation, the support agent can click directly into the troubleshooting window with full context carryover.

Click to play video

Results so far

Our own eero support team has used these features on thousands of calls since we launched in production in early June. Since then, average handle time (AHT) has decreased overall, and AHT for new agent calls has dropped by 12%. (New agents here have a tenure of 90 days or less.) In addition, the escalation rate from tier 1 to tier 2 teams has decreased by 16% overall, and by 28% for new agents. 

We also recruited a small number of interested partners to help us beta test these new features. One common thread in the feedback we received from testers is that the AI capabilities have helped to focus support agents on the most important network elements. There is a lot of helpful data and tools in Insight, but new agents don’t always know how to use it effectively at the beginning. Bijan Stewart, Associate Director, Consumer Repair at Kinetic articulated it best: "It has been particularly helpful for bringing information forward. You can manually do it all — but this shows what to focus on first to prioritize agent time and action." 

What makes eero's AI approach different

At eero, our philosophy has always been simple: wifi should just work. From day one, we built continuous improvement into the network itself.

Long before generative AI entered the conversation, eero networks were already optimizing in the background. eero TrueMesh automatically routes traffic and proactively fixes issues without customers noticing. Meanwhile, TrueChannel and TrueRoam help you to avoid interference, reduce congestion, and keep devices seamlessly connected as you move through your home or office. Automatic OTA updates ensure your network improves with every release.

eero Insight has enabled ISPs to take a more proactive approach to in-home issue resolution and change how they support customers with more data available to support call center technicians and proactive steps to improve network health metrics. AI-powered troubleshooting is the natural next step in this journey. It combines real-time data from the network with accumulated expertise built by the eero CX team, creating a tool that is conversational, contextual, and helps support agents take action to resolve issues.

Ready to learn more?

Existing ISP partners: Contact your eero Partner Success Manager to schedule a demo or discuss how these capabilities integrate into your existing workflows.

Not yet an eero partner? Check out our ISP page and reach out to discover how eero Insight can transform the way your team works.

___

¹Umbrex, General benchmarks, Agent turnover rate, 2026