Success Stories
Enhanced Field Service Operations with Gen AI Solutions for a Leading Telecom Provider
Client Overview:
A leading telecom provider focused on optimizing its field service operations to improve customer service and operational efficiency.
Challenges:
The client faced significant challenges in ensuring quick and efficient issue resolution by field service technicians:
- Manual Context Gathering: Technicians had to review entire ticket histories and customer conversations to understand the issue context.
- Limited On-the-Job Support: For real-time queries, technicians were dependent on Field Operations managers or had to search through training documents, resulting in longer resolution times.
- Inefficient Knowledge Access: The absence of centralized, accessible knowledge resources slowed the resolution process and reduced productivity.
Solution:
Innover implemented a Gen AI-powered platform that revolutionized field operations by providing technicians with quick access to relevant insights and documentation:
- LLM-Based Summarization & Insight Extraction: Deployed large language models (LLMs) to extract key insights from ticket histories, enabling technicians to understand the context without combing through extensive records.
- Intelligent Recommendation System: Suggested solutions based on historical ticket data, helping technicians resolve issues faster.
- Gen AI Chat Interface: Developed a chat-based interface that allowed technicians to query product documentation and service SOPs in real time, improving decision-making during field visits.
Impact
Increased Customer Satisfaction
Enabled Democratization of Knowledge
Propelled Productivity