Bharti Airtel is one of India’s leading integrated operators with more than 300 million active subscribers, providing mobile, fixed, broadband, and direct-to-home TV and broadcast services. When faced with a disruptive new player that had aggressively entered the country’s competitive telecoms market, Airtel knew they had to act. Airtel’s response to the intensifying market dynamics was to provide an unbeatable digital user and operational experience. This included a “Zero Failure” public promise to consumers: Airtel focused on resolving customers’ operational frustrations and reducing their need to contact call centers by making complex processes and call centers super-efficient and fault-free and making it easier for customers to order products and pay bills. Amdocs was tasked with finding an innovative solution to apply AI-driven automation to Airtel’s existing systems to dramatically improve their digital operations and, subsequently, Airtel’s end-user digital experience. As Airtel wanted to be able to monitor and measure improvements in real-time, and directly map business impact and value against system impact and operational KPIs, they developed a unique experience measurement mechanism: the Customer Frustration Index (CFI). Airtel and Amdocs together innovated a federated model for AIOps to give Airtel a clear view of process flows across the entire system and apply AI-driven automated operations to Airtel’s existing systems. This included proactive and pre-emptive monitoring, zero-touch operations through self-healing and auto-resolutions of any failures, and problem management by addressing system issues from the root. Amdocs’ SmartOps AIOps platform aligns with TM Forum’s AIOps framework in multiple areas. The software lifecycle of the automation flows built at Airtel are fully aligned to TM Forum’s AIOps software lifecycle for creating automation software. In addition, machine learning-based AI models implemented at Airtel generate predictions and/or decisions by finding patterns in the input datasets, and the datasets are managed in accordance with TM Forum’s AIOps framework. Airtel’s objective was to reduce customer frustration resulting from faults and process inefficiencies. At the start of the project, Airtel had a CFI of 1.2 and their target was to reduce it by 58% to 0.5. However, the results beat the target: Airtel’s CFI actually dropped down to 0.2, which is more than an 80% reduction in customer frustration levels, and a sign of significantly better digital user experience.