Despite the pandemic and a competitive, high-churn market, PT XL Axiata (XL) achieved revenue growth and became Indonesia’s top data provider thanks to its customer-centricity strategy: XL wanted to improve quality of service for end-users across human and online channels, including continuously reducing and minimizing customer complaints by preventing data issues before they are noticed or even occur. This meant faster detection of operational disruptions and finding a unique way to identify, prevent, resolve, and minimize their business impact on customers.
XL implemented Amdocs’ zero-touch operations solution to digitize and automate prepaid and postpaid operations and improve customer convenience amidst increasing operational and management complexity. The solution comprised Amdocs Operations Services (managed services) with AI/machine-learning-driven automation tools, including auto-ticket resolution, machine learning-driven anomaly detection, and raising pre-emptive alerts.
The automation tools are supported by a self-healing engine for applications, processes or elements that show unhealthy operational patterns. The engine regularly performs root-cause analysis and has a decision-mechanism component that calculates the effectiveness of each mitigation option and then chooses the one most likely to solve the problem.
Outcomes
Self-healing engine has 45 complete auto-resolution flows, enabling
99.999-100%
service quality
Year-on-year
increase
5.4%
in data revenue
Customer complaints
automatically resolved
73%
and this is expected to rise
Drop in customer-complaint ticket
30%
exceeding the target of 10%
Average resolution time for customer-complaint tickets
47%
shorter
Number of Severity-1 or -2 incidents in 2021-2022
0
in charging, billing and ordering
Improvement on EBITDA
2%
over the previous year and a drop in operational costs
Creation times for simple offers
50% faster
33% faster for more complex ones
