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Custom AI/ML log analyzer elevates CX by 40%

For, a leading global telecom company

“At times, we’ve had to wait for 3 days to get services up and running. The problem compounds during weekends”

– A customer waiting in queue for technical assist.

When, a leading telecom company wanted to accelerate CX efficiency, Movate’s AI’s Custom AI/ML log analyzer solution delivered transformational impact:

%
Decrease in MTTR(Mean time to resolve)
%
Increase in engineering productivity
> %
Increase in CSAT score

Business problem

Proactive support is the cornerstone of modern CX—especially in the telecom industry, where milliseconds matter – Uptime and availability are non-negotiable.

Reactive CX is no longer an option. Proactive support leverages real-time data, AI, automation, and predictive insights to identify and address potential disruptions before they escalate.

In our digital-first world, enterprises need to balance out challenges, shortcomings with novel tech to lead the CX race – or risk being left behind forever.

Customer challenge

Our client, is a leading global B2B and B2C telecom solutions provider with an exhaustive telecom product line. A growing customer base meant rising demands for prompt support and troubleshooting intervention from a lean team.

Time intensive manual log reviews, erroneous pattern recognition for actionable insights and corrective action plagued the team. This resulted in increased resolution times as engineers had to shuffle for data across multiple tools.

This negatively impacted customer experience, diminished engineer efficiency and overall trust.

Movate’s AI solution

The Movate AI log analyzer solution processes massive volumes of structured, semi-structured, and unstructured data. Leveraging machine learning and natural language processing, this solution rapidly uncovers actionable insights, and meaningful next best actions for immediate resolution.

This eliminated manual steps, drastically reduced backlog and accelerated response times for proactive issue detection and remediation.

In parallel, Movate implemented an intelligent knowledge management framework with a user-friendly UI, driven by AI to recognize recurring patterns and anomalies. This enabled engineers swiftly retrieve contextual insights. A self-learning layer ensured continuous optimization and adaptive system behavior. The solution was seamlessly integrated with the client’s CRM, ITSM and ITOM tools, enforcing traceability and accountability.

This AI-first setup empowered engineers to not only troubleshoot faster but also anticipate failures before they occurred. Proactive AI-driven alerts and diagnostics elevated product resilience, reduced incident windows, and boosted both engineer efficiency and customer satisfaction — marking a significant leap in intelligent operations.

Movate AI differentiator

Movate AI designed this automated solution to process log data to reduce customer frustration, improve troubleshooting, elevate engineer productivity, increase customer trust and experience – while ensuring continuous quality across interactions.

With deep domain expertise, rapid deployment accelerators, and enterprise-grade integrations like Azure AI and Cognitive Services, Movate AI empowered this telecom enterprise transform support to a strategic differentiator – delivering faster, smarter, and more empathetic experiences at scale.

Movate’s AI solution

Movate engineered a cohesive, Agentic AI-driven solution that seamlessly spanned three of the client’s key lines of business. At its core was a universal conversational chatbot interface that consolidated all redemption-related requests – streamlining interactions across LOBs into a single, intuitive experience.

To accelerate resolution and reduce customer effort, the solution was tightly integrated with Movate’s intelligent routing engine, which automatically initiated L2/L3 call flows when required. Most queries, however, were resolved instantly through the Agentic AI-led smart deflection, significantly minimizing transfers, lowering wait times, and enhancing responsiveness and customer purpose.

To address a growing issue of card misuse and tampering, the team augmented the solution with Microsoft Azure AI capabilities – including Computer Vision and Cognitive Services. This empowered systems to detect card damage, validate redemption codes, and intelligently interpret diverse card formats, eliminating fraud and seamless code processing in real time.

The Movate AI differentiator

Movate AI designed this Agentic AI solution to process consumer intent, act with context, anticipate customer needs, and drive resolutions with precision – all while preserving empathy and human touch through every interaction.

With deep domain expertise, rapid deployment accelerators, and enterprise-grade integrations like Azure AI and Cognitive Services, Movate AI empowered this Big Tech business to transform support into a strategic differentiator – delivering faster, smarter, and more empathetic experiences at scale.

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