Client Background: A global telecommunications leader, known for providing advanced technology solutions to millions of customers worldwide, continually seeks to innovate and improve its network operations. With a large network of over 10,000 engineers, the company aimed to enhance engagement, productivity, and training efficiency within its Network IT teams.
Challenge:
The telecommunications leader needed to enhance the engagement, productivity, and training efficiency of its Network IT professionals. The goal was to develop a domain-driven design system to support their extensive global engineering team. Additionally, there was a need to reimagine network operations using augmented reality (AR) to improve data visualization and real-time interaction with network facilities and equipment.
Solutions:
To meet these challenges, the company developed the Canvas Reality project. This multi-year global initiative followed human-centered design principles, involving real users at every stage of the process. The Canvas Reality tool aims to revolutionize network operations with augmented reality, providing seamless overlays of rich data and visualizations directly onto facilities and equipment.
Key components of the solution included:
- Current State Assessment: Evaluated existing processes and systems.
- Documenting Existing Processes: Detailed documentation of current workflows.
- Roadmap for the Future State: Developed a strategic roadmap for future enhancements.
- RPA Tool Selection: Identified and selected appropriate RPA tools.
- Iterative Product Development: Adopted an iterative approach for continuous improvement.
- Application Maintenance: Ensured ongoing maintenance and support for applications.
- RPA Training: Provided extensive training for the RPA tools and processes.
- AI/ML Integration: Integrated advanced AI and machine learning capabilities.
- Emerging Technology: Leveraged the latest technologies in the field.
- Data Science: Applied data science techniques for enhanced insights and decision-making.
Technologies Used:
- · SDK & APIs:o Developer Console
o Canvas
o Dialog Manager
- AI Chatbots & RPA Bots Platform Server:o Bot Connectors: Authorization, Channel API Handling, Autoformat Messages by Channel, Cross-Channel Context
o Message Middleware: Message Store, Routing, Encryption, Conventional Insights, Dashboards
o Natural Language Processing: ML/NN based NLU, Ontology based NLU, Fundamental Meaning based NLU, Unsupervised and Supervised Learning, Sentiment Analysis
o Intelligence: Multiturn Dialog Management, Nested and Follow-Up Intents, Multiple Intents, Amend Entity Value, Pause/Resume Intents, Content Management
- Enterprise Integration:o Authorization
o Service Orchestration
o Request Processors
o Proactive Alerts
- Tooling & Frameworks:o Bot Builder: Full Bot Lifecycle, Visual Conversation Builder, Smart Bots, Access Controls, Analyze & Train, Insights
o Knowledge AI: Extract Knowledge from Docs, PDFs, URLs, Train and Publish, Advanced Extraction from Images, Tables
o Bot Modeling using Transcripts: Discover Intents, Discover Discourse Patterns, Auto Dialog Generation, Continuous Training
o Enterprise Services: Administration, Compliance, Security, Scaling, Private & Hybrid, Analytics & Reporting
Features:
- Hands-Free Modality: Implementation to increase ease of use and efficiency.
- Remote SME Support: Reduce travel time and increase efficiency by enabling remote assistance from subject matter experts.
- Facility/Field Wayfinding and Mapping: Use spatial mapping to guide users to specific locations and incorporate digital twins into the AR experience.
- Customer Self-Installs: Guide customers through self-installations with quick access to support when needed.
- Safety Training and Compliance: Train employees on safety and compliance while tracking interaction and performance metrics.
Outcomes:
- Increased Engagement and Productivity: Network IT professionals are more engaged and productive, requiring less training.
- Enhanced Real-Time Data Access: Overlay rich data and visualization directly onto facilities and equipment.
- Improved Operational Efficiency: Remote SME support and hands-free modality reduce travel time and increase efficiency.
- Better Customer Experience: Customer self-installs provide quick access to support, improving customer satisfaction.
- Enhanced Safety and Compliance: Safety training and compliance tracking ensure a safer working environment.
By implementing Canvas Reality, the global telecommunications leader significantly improved the efficiency and effectiveness of its network operations, leveraging cutting-edge AR technology to enhance data interaction, training, and support processes.
