Telco AI 360
An Al-powered telecom platform that combines network monitoring, predictive analytics, and intelligent ticketing. The system continuously monitors network performance to detect and predict issues, automatically generating tickets proactively, while also allowing customers to report problems. All tickets are enriched with context and auto-assigned to the right technicians based on severity and impact. A structured workflow with a clear escalation matrix ensures efficient handling across support levels, reducing manual effort and enabling faster, more reliable resolution.
Duretion
8 Months
Platform
Web Application
Role
UX Researcher - Designer
Problem Statement
The core problem was that telecom support was highly reactive, teams only knew about issues after customers raised complaints, and they were overwhelmed with duplicate tickets and manual triaging.
So before jumping into design, I focused on understanding where the real inefficiency was.
From user interviews, three things stood out:
Key User Findings
"Most tickets are duplicates"
Agents repeatedly mentioned:
"We get hundreds of tickets for the same issue."
Implication
The problem is not ticket management, it is ticket duplication and lack of grouping
"We already know the issue,
but too late"
Network teams often detect issues internally, but:
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No automatic ticket is created
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No unified visibility across teams
Implication
There is a gap between network detection and support action
"Categorizing tickets takes too much time"
Agents spend significant effort:
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Understanding the issue
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Assigning categories
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Routing tickets
Implication
Manual triaging is a major bottleneck
Decisions Made
Al-Driven Ticket Generation
Alternative Considered: Al assisting post-ticket creation.
Chosen Direction: Al auto-generates tickets before customers report issues.
Reasoning: Proactive issue detection reduces ticket volume and speeds up resolution.
Issue Clustering Over Lists
Problem: Support agents overwhelmed by separate tickets for the same problem.
Solution: Group similar issues into clusters.
Reasoning: Simplifies triage and prioritization, improving efficiency.
Simplified Customer Experience
Challenge: Long and complex ticket forms.
Solution: Smart suggestions and minimal input required from customers.
Reasoning: Reduces customer effort, encouraging timely reporting.
Introduced a hierarchical workflow with a defined escalation matrix
Problem: Tickets were getting delayed or stuck because there was no clear ownership or escalation process, leading to slower resolution.
Solution: Created a hierarchical workflow with an escalation matrix, where tickets are automatically routed and escalated based on priority and SLA.
Reasoning: A clear structure ensures right ownership, faster escalation, and consistent resolution, reducing delays and manual dependency.
Impact
Before
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Reactive support
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High duplicate tickets
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Slow resolution
After
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Proactive issue detection
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Reduced duplicate tickets
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Faster decision-making
Outcomes: Projected 40% faster issue detection and 30% quicker resolution.
Conclusion
Through user insights and strategic decisions, I transformed how telecom operators handle tickets, making the system more efficient and customer-friendly.