Telecommunications Case Study
Smart Automation for effortless complaint resolution at scale
The client
A Tier-1 wireless network operator in North America aiming to enhance customer experience, reduce operational overhead, and streamline technical support by automating the resolution of network-related complaints.
The challenge
The telecom operator faced the need to automatically resolve customer complaints related to RAN and network issues without increasing headcount.
The existing process for managing technical customer complaints was:
Highly manual and time consuming
Average resolution time exceeded 48 hours per ticket.
Inconsistent and non-systematic
Root cause identification success rate ranged between 25% and 50%.
Resource-intensive
Scaling the process would have required over 100 additional FTEs.
AI Care Reactive enabled the automatic resolution of over 80% of technical customer complaints escalated from the 1st Line Customer Care.
- Streamlined complaint handling through automation
- Reduced manual effort and resolution time
- Ensured consistent and accurate root cause identification
Results
Nationwide in 4 Months
Successfully rolled out across the country, supporting over 70 million subscribers and 400,000 sites. Gradually expanding to address all issue types.
100x Faster Response Time
Significantly improved customer satisfaction and loyalty.
100% Consistent Root Cause Detection
Enabled better prioritization of network fixes and ensures maintainability and scalability of operations.
4x Reduction in "No Problem Found" Ticket
Improved accuracy and efficiency in complaint resolution.
90% Troubleshooting Effort Reduction
Freed up technical teams to focus on higher-value tasks.