CXO GUIDE COVERING BEST PRACTICES

ON AUTOMATION, AI, ML, SDN & NFV

TO IMPROVE EFFICIENCY, BOTTOM LINE
& CUSTOMER EXPERIENCE
Key Questions Answered In The Report
How does the AI Journey look like for Telcos ? Operator & Initiatives
What are the AI & ML Use Cases in the Network Domain ? Referenced In The Report

How Telcos are using RPA to transform the business ?

What is the business case of RPA in Telecoms and what are the low hanging fruits ?

What are Top 10 telcos of the World doing differently and learnings from AI, ML, SDN
and RPA ?

Strategy, Implementations and Learning’s from Telco Best Practices across Automation
on Customer Service, Network management, Debt collection, Reporting, Billing, Customer
On-Off Boarding ?

How RPA has been implemented across Network Digitization, Network planning,
Performance, Fault monitoring, Design ?

What are the RPA use cases on Fulfilment – Order entry, Service Testing, Service
Activation, Sales & Marketing Support ?

What are the RPA use cases on Assurance – Problem management, Incident management,
Customer win back, QOS management ?

What are the RPA use cases on Assurance – Revenue, Interconnect, bill enquiry, CDR
correction, receivables etc ?

How QRC and QPETM Frameworks helped telcos reduce CTS by 30% and efficiency by 80% ?

Leanings of RPA Best Practices across Call load balancing, Call Centre, SIM Registration,
Data Migration, Transactional processes, Job order planning, Service employee workload,
Enterprise Accounts, Accounts Payables etc

What and how of Telco Success Stories that brought ROI of 650-800% in 1-3 years ?

What Process you can consider for Order-to-Activation cycle using RPA ?

Identifying What to Automate using the 3 steps of Process Selection Framework ? and 16
parameters to make it Efficient ?

How Top 5 Telecom ChatBOTS operate and strategies on Digital Care to improve customer
experience ?

How Telcos moved focus from Automation to Autonomous Operations to leverage

NFV & SDN ?

How AI Ops & Closed Loop decision making work ?

What are the Strategies to improve CEM using AI & ML in networks ?

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Table Of Contents
2.4.4 Billing

Framework 2.5 Six Process Examples For RPA Implementation

2.5.1 Reporting
2.5.2 Billing
CHAPTER 1: THEME/ LEARNING’S FROM 100 TELCOS IN 2.5.3 Customer On-Boarding/off-Boarding
65 COUNTRIES/ DO AND DONTs s 2.5.4 Debt Collection
2.5.5 Network Management
1.1 Role of RPA in Transforming the Business
2.5.6 Customer Service
1.2 Process Selection Framework for RPA Implementation
2.6 Bottom-Line: Increased Revenue, Profits And Improved
1.3 Automation via QRC Framework for External Customers led by
Customer Experience
Customer Service
2.6.1 Economic Value
1.4 Internal Automation via QPE Framework for Internal Customers
2.6.2 Workforce Advantages
1.5 AI & ML – Managing Challenges of Next Generation Networks &
2.6.3 Quality & Control Advantages
Services
2.6.4 Flexible Execution
1.6 AI Journey for Telcos
2.6.5 Improved Customer Experience
1.7 AI & ML Use Cases
2.7 Case Study Section
1.8 Network Orchestration
2.7.1 Case Study: AT&T Employees Automate Repetitive
1.9 Best Practices on NFV & SDN
Jobs To Free Themselves From Mundane Tasks
2.7.1.1 Background to Telco

Case Study Section/ 2.7.1.2 The Problem in Hand

2.7.1.3 How RPA was implemented
2.7.1.4 Which Tasks were picked up first
Telco Success Stories 2.7.1.5 Strategy
2.7.1.6 Proof of Success: AT&T now has 200 bots
CHAPTER 2: TRANSFORMING BUSINESS PROCESSES across functions, 25% incremental savings
2.7.2 Case Study: Account Automation For A German Telco
USING RPA AND TELCO BEST PRACTICES 2.7.2.1 Introduction
2.1 Why and How of Robotic Process Automation (RPA)? 2.7.2.2 Challenge
2.1.1 Business Case of RPA in Telecoms and Why is it Increasing ? 2.7.2.3 Why was RPA selected for the Process
2.1.1.1 Improved Service Delivery 2.7.2.4 Key Impact of the RPA implementation
2.1.1.2 Significant Cost Savings 2.7.2.5 Solution
2.1.1.3 Reduced Human Intervention & Human Errors 2.7.2.6 Result
2.1.1.4 Improved Scalability & WorkFlow Management During 2.7.2.7 Proof of Success: The Bot handled the task in
Peak Times (Without Additional Resources) 30 seconds instead of Human taking 15 mins
2.1.1.5 RPAs Can Work 24x7 to do the same job
2.1.1.6 Reduction of Outsourcing & Improved Data Integrity 2.7.3 Case Study: Automating Manual Data Extraction For
(Data Remains Onsite) Accounts Payable Process
2.2 Illustration: Key Processes Within the Order-To-Activation Cycle 2.7.3.1 The Challenge
That Can Benefit From RPA 2.7.3.2 What was Automated
2.3 High Level Strategic Benefits 2.7.3.3 Solution
2.4 Four Key Areas For RPA Implementation 2.7.3.4 Proof of Success: 90% Efficiency, Task
2.4.1 Fulfilment completion I n40% time, Cost savings of 57%
2.4.2 Network Management 2.7.4 Case Study: MetroPCS - Automating Call Load
2.4.3 Assurance Balancing

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Table Of Contents
2.7.4.1 The Challenge 2.7.11.3 How was it implemented
2.7.4.2 How it was Tackled 2.7.11.4 Partial Automation in First Phase
2.7.4.3 What was Automated 2.7.11.5 Full Automation in Second Phase
2.7.4.4 Solution Phase 1 2.7.11.6 Key Impact of RPA Implementation
2.7.4.5 Solution Phase 2 2.7.11.7 Proof of Success: Processing times reduced
2.7.4.6 Solution Phase 3 to 30%
2.7.4.7 Key Impact of RPA Implementation
2.7.4.8 Proof of Success: 75% less hold time, Significant CHAPTER 3: WHAT ARE THE LOW HANGING FRUITS/
upside in Customer Satisfaction & Renewals RPA BUSINESS CASE & PROCESS SELECTION
2.7.5 Case Study: Automation During Calls To Reduce Service FRAMEWORK FOR RPA IMPLEMENTATION
Employee Workload
2.7.5.1 The Challenge 3.1 Step 1: Analyse the Core Process Suitability
2.7.5.2 The Solution 3.1.1 Structured Process
2.7.5.3 Key Impact of RPA Implementation 3.1.2 Defined Input and Output
2.7.5.4 Proof of Success: 30% increase in First Call Resolution, 3.1.3 Clear Decision Logic
Cost savings of 40%, Automation was equivalent to 3.1.4 Defined / Definable Workflow
50 virtual employees 3.1.5 Requires An Audit Trail
2.7.6 Case Study: Bouygues Telecom - RPA Deployment at the 3.1.6 No Emotion / Subjectivity
Call Center 3.1.7 Prone To Human Error
2.7.6.1 The Challenge 3.1.8 Process is Repetitive And Mundane
2.7.6.2 The Solution 3.2 Analyse Technical Aspects
2.7.6.3 Key Impact 3.2.1 Uses Multiple Application / Tools
2.7.7 Case Study: Process Automation To Prevent Human Errors 3.2.2 Digital Inputs And Outputs
2.7.7.1 The Challenge 3.2.3 Suitability For Self-Service
2.7.7.2 The Solution 3.2.4 External Applications or Systems (Without APIs)
2.7.7.3 Key Impact 3.3 Create A Business Case For Process Automation
2.7.8 Case Study: Data Migration and Entry For Enterprise 3.3.1 High Volume | Low Complexity/Time?
Contracts 3.3.2 Low Volume | High Complexity/Time?
2.7.8.1 The Challenge 3.3.3 is the Process Required 24 X 7?
2.7.8.2 The Solution 3.3.4 Does the Process Have Variable and Unpredictable
2.7.8.3 Key Impact Volume?
2.7.9 Case Study: Hybrid Automation of Manual Legacy
Transactional Processes CHAPTER 4: IMPROVING EFFICIENCY &
2.7.9.1 The Challenge EXPERIENCE VIA BEST PRACTICES ON AI & ML IN
2.7.9.2 The Solution NETWORK OPERATIONS
2.7.9.3 Key Impact
4.1 AI / ML Starts with Understanding the Business Problem to
2.7.10 Case Study: Automating KYC & SIM Registration Processes
be Solved – Not With the Technology
For On-Boarding
4.2 Key Applications of AI in Telecoms
2.7.10.1 The Challenge
4.2.1 Business Side
2.7.10.2 The Solution
4.2.2 Network Side
2.7.10.3 Key Impact
4.2.3 Customer Side
2.7.11 Case Study: Job Order Planning Automation
4.3 Artificial Intelligence (AI) & Machine Learning (ML)
2.7.11.1 The Challenge
4.3.1 Supervised Learning
2.7.11.2 Solution
4.3.2 Unsupervised Learning

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Table Of Contents
4.3.3 Semi-Supervised Learning 5.1 Typical Uses of Chatbots
4.4 AI Can Help Smoothen the Integration of Virtualization 5.2 Key Advantages of Chatbots to Operators
Technologies Like SDN & NFV 5.2.1 Increase In Revenue Through Up-Selling
4.4.1 AI & ML are the Missing Pieces of the Virtualization 5.2.2 Reduction In Operating Costs
Puzzle 5.2.3 Increase In Customer Retention
4.4.2 AI In SDN 5.2.4 Helps Improve Customer Experience At A Lower Cost
4.4.3 AI In NFV 5.2.5 Chatbots Benefit Consumers and Their Buying
4.5 AI Can Play a Pivotal Role in Managing Challenges of Next Behaviour As Well
Generation Networks and Services 5.3 Multi-Channel Service Experience
4.5.1 AI Journey for Mobile Operators 5.3.1 Consistent Experience
4.5.2 AI & ML Use Cases in the Network Domain 5.3.2 Context Continuity
4.6 ML and AI can Help, But we need to set the expectations right ! 5.3.3 Channel Recommendation
4.7 We Need To Move Our Focus From Automation to Autonomous 5.4 The Three Levels Of Engagement
Operation 5.4.1 Customer Service
4.8 AI Ops – Closed Loop Decision Making 5.4.2 Productivity and Transactional Engagements
4.9 Should Operators Take a Top Down or Bottom Up Approach for AI? 5.4.3 Personalized Content Consumption
4.10 Improved Customer Experience from AI & ML in Networks 5.4.3.1 Use Case: Mahindra Comviva Chatbots
4.11 Case Study Section For CRBT Selection
4.11.1 Use Case: BT’s Intelligent Mobile Network Operations 5.5 Operator Case Studies
4.11.1.1 Transformation Framework 5.5.1 Case Study: Optus Australia
4.11.1.2 Using Customer Intelligence, AI Ops & Intelligent 5.5.1.1 Background
Operating Models 5.5.1.2 Vendors & Partners
4.11.1.3 Using Big Data & AI to enable Automation 5.5.1.3 Key points of the Case Study
4.11.1.4 Key Impact on CEM, Real Time AI, Automation 5.5.1.4 Working of the Bot
and Orchestration 5.5.1.5 Roadmaps & Future Plans
4.11.2 Use Case: Elisa Finland - Identifying Important Actions 5.5.1.6 Proof of Success: 90% online questions
out of Millions of Alarms and Data Points are answered instantly, 52% increase in
4.11.3 Use Case: AI for 5G Fronthaul NPS, 20% increase in SEO engagement
4.11.4 Use Case: AI & ML for Service Assurance 5.5.2 Case Study: Telefonica
4.11.5 Use Case: Predictive Maintenance 5.5.2.1 Background
4.11.6 Use Case: Network Optimization 5.5.2.2 Key points of the Case Study
4.11.7 Use Case: UK Operator Was Fined £1.9 million For A 5.5.2.3 Working of the Bot
Flawed Network Design Configuration – AI Could Have 5.5.2.4 Journey & Workflow
Prevented This Network Flaw 5.5.2.5 Proof of Success: 70% uptake in
4.11.8 Use Case: AT&T ONAP Automated Service, Savings upto 64%
(Open Network Automation Platform) 5.5.3 Case Study: O2 UK - Ask Lucy
4.11.8.1 Background 5.5.3.1 Background
4.11.8.2 Platforms Used 5.5.3.2 Seamless Transition from Virtual to Live Agent
4.11.8.3 Working of the Strategy 5.5.3.3 Key points of the Case Study
4.11.8.4 Platform Architecture 5.5.3.4 Working of the BOT
4.11.8.5 How Automation was Achieved 5.5.3.5 Video Representing the Working of the BOT
5.5.3.6 Proof of Success: Lucy answers 1000
CHAPTER 5: AUTOMATION VIA CHATBOTS AND Questions daily
DIGITAL CARE TO REDUCE CTS TO IMPROVE 5.5.4 Case Study: AT&T
CUSTOMER EXPERIENCE
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Table Of Contents
5.5.4.1 Background
5.5.4.2 How it offers a Personal Experience 6.3.4 Implementation Examples
5.5.4.3 AT&T Facebook Messenger BOT 6.3.4.1 Use Case: Account Automation For New / Temp
5.5.4.4 Key points of the Case Study Hires
5.5.4.5 Working of the Bot 6.3.4.2 Use Case: AT&T RPA Implementation
5.5.4.6 Proof of Success
5.5.5 Case Study: Slovak Telekom tackling Prepaid Customers CHAPTER 7: FUTURE DIGITAL NETWORKS & BEST
5.5.5.1 Background PRACTICES ON NFV & SDN
5.5.5.2 Key points of the Case Study 7.1 Technologies & Models
5.5.5.3 Working of the Bot 7.2 Global Changing Landscape
5.5.5.4 Proof of Success: Reduction of 98% prepaid 7.3 Potential of Changing Network Architecture
inquiries that require human intervention in 6 7.4 CTO Checklist rebuilding the Network in the Digital Age
months 7.5 Telefonica - From Start to Reality
5.6 Chatbots Can Also Be A Game Changer Within the Organization 7.5.1 Core Ready Programme
5.6.1 Use Case: Verizon - Penny the Payroll Virtual Agent 7.5.2 End to End Network Vision
7.5.3 UNICA Infrastructure Architecture
CHAPTER 6: QRC & QPE FRAMEWORK FOR 7.5.4 FUSION & UNICA Relationship & Responsibilities
AUTOMATION ACROSS INTERNAL & EXTERNAL 7.5.5 UNICA E2E architecture & Integration with SDN
7.5.6 Deployment Steps
CUSTOMERS 7.6 Learning’s from Live Deployments
6.1 QRC Vs. QPE Frameworks: External Vs. Internal Customers 7.7 Challenges & Benefits from a Virtualized Service – a
6.2 Wireless Federation’s QRC Framework For External Customers Deployment Case Study
(Queries Requests Complaints) 7.7.1 Example
6.2.1 Number of Instances is of Prime Value While Dealing with 7.7.2 Example
External Customers 7.7.3 Example
6.2.2 Implementation Architecture 7.8 Services & ROI from Virtualisation
6.2.3 Areas of Impact of QRC
6.2.3.1 Automates Qs & Rs – Where CTS is Usually Higher
than the Cost of the Issue Itself
6.2.3.2 Allows You To Focus On Complaints & Churn
Remote Workshops
Reduction
6.2.3.3 Identifies Who Should Be Given the “My Operator,
& Analyst Sessions
My Offer” Pitch & When
6.2.4 Implementation Examples CHAPTER 8: RECOMMENDATIONS AND REMOTE
6.2.4.1 Use Case: African Operator Implements WiFed QRC
WORKSHOPS TO HELP YOU WITH YOUR LOCAL
Model
6.2.4.2 Use Case: QRC Helps Identify Business Process Flaws
CHALLENGES
6.3 Wireless Federation’s QPE Framework For Internal Users
(Queries Processes Exceptions)
6.3.1 Time Cost is of Prime Value While Dealing with Internal Users
6.3.2 Implementation Architecture
6.3.3 Key Areas of Impact of QPE
6.3.3.1 Improved Service Delivery & Customer Experience
6.3.3.2 Sizable Cost Reductions
6.3.3.3 Elimination of Human Errors

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