Airtel reduces customer frustration to near-zero levels with AI-driven automated operations
Amdocs introduced an AI-driven automated operations to Airtel’s existing business support systems (BSS), and created a unique Customer Frustration Index to measure experience improvements in real time.
Thanks to a designed AIOps (AI for IT operations) framework and advanced automation, Airtel experienced a drop in customer frustration to near-zero levels, a 60% reduction in call center volumes in six months, an order fallout decreased by 90%, and nearly 100% accuracy in bills paid via online and mobile apps.
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).
