The key  to  the  successful  deployment  of  automating  Level  1 internet  and  TV services customer tickets is the strategy and methodology. First, defining the vision of what the automated operations will be, assessing the current processes, and determining how to achieve this. Taking an agile  approach,  we  enabled  the  assessment  of  current  processes, systems, and required integrations which feed into the design of the automated digital  operations.  The automation flows were optimized to  remove  obsolete steps  and  perform  the  repetitive  diagnostics  steps  delivering  machine  speed automated operations. CORTEX®-IA has been implemented  to  interface  with  all required  systems and interfaces, including ticketing tool, CRM, Core Network Equipment, Network Management Systems, etc.