Enhanced Field Service Operations with Gen AI Solutions for a Leading Telecom Provider

About the client

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.