Telecommunications Case Study
Proactive Management of Technical Issues in Mobile Network
The client
A Tier-1 wireless network operator in North America seeking to elevate customer care by proactively resolving technical issues.
The goal: improve customer satisfaction, reduce escalations, and streamline operations through AI-driven automation.
The challenge
Elevating Customer Care to a proactive level for technical issues across Mobile E2E, including RAN and Network E2E provisioning.
Customer experience management was primarily reactive, relying on tickets raised by the 1st Level Customer Care team:
Issues addressed only after customer dissatisfaction
Only 1 in 26 customers reported technical problems
Frequent escalations to the 2nd Level Customer Care
Increasing resolution time and operational load.
AI Care Proactive enables the automatic and proactive resolution of technical customer issues across the Mobile E2E domain.
- Detects and addresses issues before customers report them
- Reduces escalations and improves customer satisfaction
- Enhances operational efficiency through AI-driven automation
Results
Phased Deployment Leveraging Tupl AI Care
Implemented across provisioning, non-localized, and localized technical issues.
50% Fewer Calls to Customer Service
Thanks to proactive, closed-loop actions that resolve incidents before customers reach out.
Proactive Issue Resolution
Leads to increased customer satisfaction and measurable churn reduction.
Full Customer Experience Visibility
Accurate root cause analysis delivers powerful business intelligence for technical decision-making.
Higher-Level SLA Option
An additional AI Care Proactive feature enables enhanced monitoring and management for key customers, delivering superior service quality and tailored support.