Operations made simple with AI

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

The solution

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​

Benefits for the client

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

Discover the Cutting-Edge Telecom Solutions

95% ticket avoidance and a 98% reduction in resolution time for network and service-related issues

Up to 90% reduction in manual troubleshooting and 100% consistency in network diagnostics.

Complete triage analysis,
90% classification accuracy,
100% consistency.

Scroll to Top

You’re just one step away from discovering how our solutions can transform your business. Fill out the form to schedule your personalized demo — quick, easy, and tailored to your needs.