A telecommunications company has transformed its operations by adopting an AI-powered, customer-centric observability program that proactively manages complex interactions across legacy and modern systems, resulting in a 50% reduction in IT incidents and enhanced stability. Partnering with Infosys, the company aims to achieve a self-healing, autonomous operational model that improves agility, reliability, and customer experience while enabling teams to focus on value-added activities.
A modern telecommunications company operates with numerous interconnected software programs, making it challenging to detect faults promptly. Traditional observability methods, which focus on individual systems and applications, are no longer sufficient. Instead, the company has shifted its approach to center observability around the customer journey and frontline team needs. This customer-centric perspective helps better understand and manage the complex interactions across legacy and new systems.
The company is undergoing a significant transformation, modernizing its core network infrastructure, replacing digital platforms, rebuilding provisioning stacks, and phasing out older 2G and 3G networks simultaneously. This coexistence of legacy and new systems creates operational complexity, likened to performing open-heart surgery on the business. For example, a simple customer action like paying a bill or buying an add-on involves multiple systems, both old and new, working together seamlessly.
One of the main operational challenges has been managing this complexity without increasing team size while preventing incidents from escalating into customer-impacting issues. Over the past year, the company has successfully reduced IT incidents by over 50%, achieving unprecedented stability. This improvement is attributed to the shift from reactive problem-solving to proactive incident management enabled by AI-driven observability tools.
Infosys has played a crucial role in providing the capabilities needed to align technology execution with business priorities. The ultimate goal is to leverage AI to automatically resolve known issues without human intervention, moving towards a self-healing operational model. This approach promises to enhance agility, reliability, and stability, which are essential for delivering new products and services in a rapidly evolving market.
Looking ahead, the company envisions a more autonomous and trusted AI-driven observability system that scales effectively with the business. By spending less time on fixing problems, teams can focus more on activities that add value. This transformation marks an exciting journey towards a future where operational efficiency is maximized, and customer experience is significantly improved through intelligent, proactive management.