AIOps monitors and assures services to reduce risk, improve customer experience, productivity and business continuity

Robi Axiata wants to manage and resolve customers’ complaints from end to end, with little or no human intervention. It is also striving to improve customer experience by minimizing complaints about and the duration of issues that impact service level agreements (SLAs). It does this by automating repetitive operational tasks and incubating awareness of operational activities through an AI-powered backend. The solution uses machine learning and deep learning as part of natural language processing (NLP) and understanding, predictive analytics and decision making, using both supervised and unsupervised models.

Robi Axiata’s AIOps solution contains three key components, complaint, performance and capacity management. It provides a human-machine mid-layer interface that analyzes data from communication channels, structured or unstructured log files, calls detail records and bot-generated reports to capture information from warnings, alarms, health metrics, security issues and customers’ complaints. The solution also draws on system and service metrics, account management and event triggers. Then it generates remedial actions, on the fly, derived from robotic process automation (RPA), and provides feedback on the success of the remedy to refine future responses.