Driving Telecom Innovation for a European Operator with AI-driven Autonomous Operations

Overview

In November 2023, a leading European operator launched the 'Connect, Activate & Grow' strategy to modernize and simplify operations using data and AI. This strategy aims to enhance customer experience, reduce costs, improve time to market, and boost innovation. Autonomous Operations, driven by AI, will utilize real-time data to streamline processes and ensure a seamless customer experience.More

In November 2023, a leading European operator launched the 'Connect, Activate & Grow' strategy to modernize and simplify operations using data and AI. This strategy aims to enhance customer experience, reduce costs, improve time to market, and boost innovation. Autonomous Operations, driven by AI, will utilize real-time data to streamline processes and ensure a seamless customer experience. Tech Mahindra will oversee this transformation, replacing the ADMS contract with a fully outsourced program, and leveraging Sitetracker to drive business transformation in fiber and infrastructure projects.

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Client Background and Challenges

The client, a major European operator, aimed for rapid innovation while managing operational complexities. However, transitioning to autonomous operations posed challenges:

  • Complex Legacy Systems: Outdated architectures and vendor lock-in hindered implementation.
  • Data Limitations: Improved data quality and accessibility were needed for better predictive capabilities.
  • Cultural Shift: Adopting AI-driven systems required changes in roles, processes, and decision-making.

Key Goals

  • Reducing customer-impacting incidents by 50%, ensuring seamless and reliable service. 
  • Automating 80% of the workforce, optimizing productivity, and streamlining operations. 
  • Achieving maturity Level 5 in 90% of processes, setting industry benchmarks for digital innovation.

Our Approach and Solution

Modernizing Applications and Infrastructure

Replaced outdated systems with a fully outsourced operational model.

Agile Processes and Continuous Integration

Implemented CI and agile methodologies for rapid deployment of new features

Efficient Fiber Rollouts

Optimized fiber rollout processes with Sitetracker to improve efficiency.