Overview
Mobile subscribers expect seamless connectivity for calls, data and apps—anytime, anywhere. For a leading U.S. wireless provider with over 100 million customers, delivering this experience required constant oversight of a vast and complex network. However, with reactive, manual monitoring systems, the provider struggled with delays in detecting and resolving service disruptions, putting reliability at risk. This compromised reliability, caused frequent business outages and ultimately impacted customer experience and revenue.
Recognizing the need for intelligent monitoring, the provider partnered with us to deploy a platform that enabled faster anomaly detection and reduced resolution time.
The Challenge
The provider’s legacy monitoring system struggled to detect service disruptions in real-time, often identifying issues only after they had begun impacting users. Without a platform-driven automation approach, support teams manually searched through logs, delaying root cause analysis and prolonging resolution times. Manual escalation processes further slowed incident response, extending downtime and frustrating customers. Limited real-time visibility into major incidents also left leadership without the insights needed for timely decision-making and proactive communication.
To overcome these challenges and deliver a seamless customer experience, the provider needed an intelligent solution to establish end-to-end business observability and enable automated incident response with self-healing capabilities.
The Solution
HCLTech collaborated with the wireless provider to implement a comprehensive AIForce.Ops solution that transformed reactive operations into proactive service assurance.
Key solutions implemented:
Intelligent monitoring ecosystem
Integrated specialized tools, including Argos, Grafana, Splunk and AppDynamics, to create a unified view of service health
Custom analytics dashboards
Developed specialized visualizations tracking application health, business transactions and potential customer impact from technical issues
AI-powered anomaly detection
Implemented machine learning algorithms that automatically identify abnormal patterns indicating potential service disruptions
Automated incident management
Created streamlined workflows for immediate incident creation and command center activation without manual intervention
GenAI leadership insights
Deployed Microsoft CoPilot Studio and Power Automate to provide executives with instant, AI-generated updates on service status
This intelligent platform transformed the provider’s operations from manual detection and response to automated, predictive service assurance—proactively diagnosing and resolving issues before they escalate and disrupt the customer experience.
The Impact
The implementation of the AIForce.Ops platform delivered significant, measurable improvements to service reliability:
- 99.5% reduction in detection time, reducing issue identification from minutes to seconds
- 50% faster incident resolution, streamlining workflows and enabling rapid response
- 100+ daily anomaly identifications, preventing issues before they affect customers
- Zero priority-one incidents, eliminating severe service disruptions since implementation
- Enhanced leadership visibility with AI-driven insights into service status
Beyond the Numbers
This transformation redefined how the provider ensures service quality. The shift from reactive troubleshooting to proactive prevention has created a more reliable network experience that strengthens subscribers' trust.
Customers particularly benefit from the elimination of priority-one incidents, which represent the most disruptive service outages. The implementation ensures subscribers can now consistently rely on their connectivity for critical business calls, emergency services and everyday communication.
Support teams now focus on strategic service improvements rather than manual monitoring, accelerating the provider’s ability to introduce new features and capabilities that enhance the customer experience. The GenAI-powered approach also enables more personalized service recovery when issues occur, as teams can immediately understand and address the specific impact on different customer segments.
Celebrating Success
HCLTech remains committed to transforming service reliability for telecommunications providers through intelligent operations. This partnership demonstrates how AI-powered monitoring can simultaneously enhance customer experiences and operational efficiency.
As mobile connectivity continues to underpin more aspects of daily life, this intelligent operations foundation provides the assurance that subscribers need—enabling them to connect with confidence while the company continues to innovate and expand its service offerings.
