Scaling Telecom Service Capacity 5x with Intelligent Automation

The Client 

A large Fortune 15 telecom client required a secure, scalable, and intelligent platform to support its network operations team. The goal was to streamline processes, enhance operational efficiency, and deliver human-like AI interactions. 

The Challenge

The client required a robust platform combining infrastructure, security, governance, and advanced AI/ML capabilities to manage network provisioning, engineering, service delivery, and assurance efficiently. 

Our Solution

We developed the AI and RPA-driven platform designed to modernize and optimize clients’ network operations. 

Key Initiatives: 

• Conducted Current State Assessment and Process Documentation 

• Built a Roadmap for Future Enhancements 

• Selected and Implemented RPA Tools 

• Delivered Iterative Product Development & Application Maintenance 

• Integrated AI/ML and Data Science capabilities 

• Provided RPA Training and Leveraged Emerging Technologies 

Technologies Applied: 

• AI Chatbots & RPA Bots Platform (Dialogflow, UiPath, WebSockets) 

• NLP (ML/NN-based NLU, Ontology-based NLU, Sentiment Analysis) 

• Intelligence (Multiturn Dialog Management, Nested Intents, Content Management) 

• Tooling & Frameworks (Bot Builder, Knowledge AI, Bot Modeling) 

• Enterprise Services (Compliance, Security, Scaling, Analytics & Reporting) 

Outcomes

• 50% increase in monthly ticket processing capacity 

• 18% reduction in Mean Time to Resolution (MTTR) 

• 22% reduction in missed SLAs 

• 10x faster processing speed through containerized services 

Conclusion

Through the AI and RPA driven platform, the client achieved scalable automation, AI-driven insights, and enhanced service delivery. The platform improved operational efficiency, reduced downtime, and elevated user experience, reinforcing its position as a leader in next-generation network operations.