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Case Study

AI-powered ticketing tool saves internet provider 10k+ hours annually

Home » Resources » Case Studies » AI-powered ticketing tool saves internet provider 10k+ hours annually

Industry

Function

Topic

Results

Scale

Fully automated alarm monitoring, ticket creation and ticket closure process

1.5min

Average handling time reduced from 10 min to 1.5 mins

5FTEs

Improved SLA, 5 FTE saving

Company Profile

India enterprise broadband and managed-network services provider, delivers fiber-based internet, network-as-a-service, voice connectivity, AI-enabled video analytics, and surveillance solutions to enterprise and SMB customers across major Indian metros. Privately-held; part of a major Indian diversified conglomerate operating across multiple unrelated industries.

Challenge

Manual Alarm Monitoring in Telecom Network Operations

This telecom provider’s Network Operations Center (NOC) monitors the alarms generated by network monitoring devices. When faulty alarms are triggered, incidents are manually created in the ticketing system.

The alarms require 24/7 monitoring in order to keep up with the strict 5-minute SLA. NOC engineers must be available for each shift since the process depends on human intervention, thereby increasing operational costs.

Management sought a solution that automatically monitors alarms and creates tickets to decrease costs and save workers’ time.

Solution

AI-powered Ticket Automation for Telecom Providers

WonderBotz provided an AI-powered solution that automated the alarm monitoring process. This solution differentiates between service and non-service alarms, classifies them according to business rules, and automatically creates a ticket in the ticketing system. The solution continuously monitors the network for new alarms and ensures that duplicate tickets are not created.

The solution was able to:
– Fully automate alarm monitoring and ticketing
– Monitor and classify ~500 alarms per day
– Reduce ticket handing time by 85%
– Save 10,000+ hours annually

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