The pandemic made Türk Telekom more acutely aware of the importance of customer experience and the consequences of problems that affect services. Turkey’s biggest operator also recognized that for many years, key performance indicators (KPIs) for customer experience were on the business side, rather than the network, although it is the most fundamental factor in customer experience. The operator decided to steer its AI in Operations project towards customer experience as it had already proved itself in making network operations more efficient, since its inception in 2019. Now the project is interpreting network KPIs to evaluate problems before customers have reported them, or are even aware of them, to improve service quality. It is working to detect the real cause of customers’ complaints, for example, by assessing the performance of equipment on their premises. The operator also wants to find actionable solutions to different problems for different teams.
Outcomes
11 million
DSL lines analyzed weekly
40,955
services analyzed for anomalies and saturation
533 CPE
replacements analyzed for a 16 day period
in the last quarter of 2021
TRY 2.5 million
revenue increase gained
($144,271)
Deployed 500 cloud native pods for core network and CPE capacity at
100,000
sites across four zones in India
Deployed 500 cloud native pods for core network and CPE capacity at
100,000
sites across four zones in India
Deployed 500 cloud native pods for core network and CPE capacity at
100,000
sites across four zones in India
Deployed 500 cloud native pods for core network and CPE capacity at
100,000
sites across four zones in India
