Airtel reduces customer frustration to near-zero levels with AI-driven automated operations
TM Forum
SEPTEMBER 26, 2021
Who: Airtel and Amdocs. What: Introduced AI-driven automated operations to Airtel’s existing business support systems (BSS) and created a unique Customer Frustration Index to measure experience improvements in real time. How: Designed AIOps (AI for IT operations) framework and advanced automation to increase efficiency and speed, coordinated across multiple vendor systems, while leveraging TM Forum’s AIOps toolkits and Business Process Framework.
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