Transforming Circuit Activation with Generative AI

Client Overview

A top telecommunication operator managing Business Process Management (BPM) processes of a renowned retail client. They manage circuit activation with rule-based order management using a separate team for manual clearing of fallouts.

Problem Statement

The client's BPM rule-based process to activate circuits often experienced "fallouts" where orders were delayed as a result of mistakes or insufficient information required. It took tremendous manual intervention by a 100-member Circuit Activation Team (CAT) to resolve these fallouts, driving up operating cost and pushing order delivery past schedule for their retail customer. With increasing order volumes, manual intervention became untenable.

Challenges

• Frequent fallouts in the rule-based BPM process of circuit activation, where orders got stuck due to faulty logic or unavailability of data.
• This involved large-scale manual intervention by a special team, which led to increased cost of operations and enormous delays in order completion.

Solution Implemented

Generative AI (Gen AI) was introduced for fallout management, which offered automated error code to issue code mapping. This identified and resolved issues automatically without the need for human intervention. The solution was combined with automation solutions and chatbot support to reduce costs, reduce human effort, and deliver faster and more reliable circuit activation.

Outcome with Metrics