Leverage GenAI-powered field service framework to reduce technician assist calls and dispatch costs by 50%

In today’s experience-driven market, field service is a critical differentiator for enterprises. Despite the significant digitalization efforts, traditional field services remain reactive, inefficient, and costly. Enterprises are grappling with rising volumes of field technician dispatches, increasing customer churn, and operational overhead resulting from repeated visits and prolonged issue resolution cycles. “20–30% of all field service dispatches are repeat visits, costing $100–140 per visit, primarily due to unresolved issues during the initial service attempt” – Aberdeen report. This is typically due to inadequate access to service history, a lack of contextual intelligence, and an over-reliance on backend support teams. Additionally, field technicians rely more on support centers for installation and repair services, leading to an increase in calls for guidance, diagnostics, or additional information. The support agents charge an average of $20-30 per call, thereby straining resources and increasing operational costs.

Enterprises should shift towards a Generative AI (GenAI)-powered field service approach to address these issues and redefine how field services are delivered, making them intelligent, autonomous, and proactive. Whether it’s a fiber technician addressing last-mile connectivity, a smart meter installer troubleshooting edge device faults, or a hardware engineer servicing campus Wi-Fi deployment, a holistic GenAI-powered approach can help deliver faster, more innovative, and effective field interventions.

Implementing a GenAI-powered field service framework can equip technicians with AI-generated, real-time, and contextual insights for installations, repairs, and diagnostics, thereby reducing the time spent on calls or rework and improving installation and repair services by 40%. It also facilitates 2x acceleration in assisting field technicians, 50% reduction in dispatch costs , and a 50% improvement in efficiency with quick and easy access to customer and facility data.

Transform contact centers with GenAI-powered Voice Intelligence framework to cut costs and reduce repeat calls by up to 85%

In today’s digital landscape, contact centers serve as the frontline of customer service, handling millions of interactions across various channels. As customer expectations evolve, deriving insights from the call recordings becomes essential for improving customer experience and boosting operational efficiency. According to McKinsey, “85% of business leaders say it’s essential to analyze call data for insights. However, only 16% of enterprises fully utilize the data generated from call recordings”. Most contact centers struggle to derive actionable insights from calls, which leads to prolonged resolution times, inconsistent service quality, risk of churn, and customer dissatisfaction.

To overcome this, service providers should implement Voice Intelligence, an automated, GenAI-powered framework to extract actionable insights from calls and enhance contact center efficiency. It helps reduce repeat calls and call handling time, thereby improving customer experience. Further, it helps service providers improve the First-Call Resolution rate and achieve huge cost savings.

Fig: Leverage a GenAI-driven Voice Intelligence framework to gain real-time actionable insights from customer calls

Leverage Generative AI to enhance your agent productivity by 30% and cut your Business Process Services (BPS) costs by 20%

Outdated Business Process Services (BPS) operations are a critical barrier to efficiency and profitability for service providers. Legacy systems across crucial BPS functions, such as Order Management, Billing & Revenue Assurance, Network Ops, etc., create bottlenecks, forcing agents to navigate slow, error-prone processes.

Key pain points affecting the agent journey (plan & build, service delivery, service assurance)—spanning roles such as Assigners, Tech Support Specialists, Provisioning Specialists, etc., include:

• Delayed Training Deployment: Manual creation of training materials hinders timely deployment, leaving agents without access to essential knowledge when they need it most
• Lack of Intelligent Assistance: Insufficient tools for effective guidance, content generation, and summarization reduce agent productivity and diminish the quality of customer service
• Manual Information Consolidation: Reliance on manual processes to gather and validate information from multiple sources introduces errors, leading to rework and delays in order completion and service
• Inefficient Audit Mechanisms: Traditional audit processes lack real-time validation capabilities, resulting in unaddressed inefficiencies and missed opportunities for performance optimization

Agents hampered by these challenges face rising costs and inefficiencies. Manual processes add 20% to operations costs, and training gaps leave 30% of content uncovered.

The path forward is to reimagine BPS with modern, agile solutions. Leverage Generative AI to transform service provider agent journeys—across planning, service delivery, and assurance—boosting productivity. Implement the Agent Genie Framework , powered by Gen AI, to enhance the agent experience at every stage, reducing effort by 30% and cutting operational costs by 20%. The key components of the framework are:

• Empowerment Hub: Rapidly generate personalized training materials for swift and effective live deployment of agents; reduce agent onboarding time by 50%
• Intelligent Agent Playbook: Assist agents with a quick guide for the next best solution, content generation, and summarization of key information; Enhance response accuracy by ~98% while reducing agent effort by ~25%
• Audit Nexus: Employ an AI-driven audit process that minimizes manual effort and provides instant feedback to the agents. Ensure 100% audit coverage and improve productivity by 20%

Deploy Prodapt’s industry-leading Unified Operations Framework (UOF) as a strategic solution for a streamlined operating model transformation — Achieve a 25% OpEx reduction with Zero service disruptions

M&As in the Connectedness segment are expected to rise through 2024 as technology advancements and the release of pent-up deal appetite lead to a flurry of investments, according to this PWC report. Pursuing this route, Communications Service Providers (CSPs) may adopt shortcuts towards operating model transformation. However, a contrasting perspective from McKinsey emphasizes the importance of careful planning and execution when transitioning from two separate operating models to a newly integrated one. Even in ideal conditions, harmonizing operating models is complex, time-consuming, and challenging.

Several key challenges hinder the effective unification of operating models post-M&A. These include streamlining role redundancy, improving maturity levels across merged entities, and standardizing evaluation systems. Neglecting these aspects can lead to a sharp rise in operational expenditures, customer churn rates, and loss of competitive edge.

To address these challenges and unlock the full potential of M&A, CSPs can leverage the Unified Operations Framework (UOF). UOF offers a comprehensive approach to streamline processes, optimize resources, and integrate systems and teams effectively post-M&A. It employs a function and objective-driven approach to pinpoint areas for operational change and provides specific steps for implementation.

The three key implementation steps recommended by UOF are:

• Redesign business teams aligning with TM Forum’s eTOM framework
• Track automation and outsourcing maturity to enhance operational efficiency
• Define, measure, and monitor Key Performance Indicators (KPIs) to ensure performance transparency and accountability

By adopting UOF, CSPs can achieve a significant reduction of approximately 25% in Opex, and accelerate migration by 3X. This strategic approach ensures sustainable growth and competitiveness in the rapidly evolving connectedness landscape, strengthening the merged entity.

Leverage AI/ML to forecast delays and reduce customer churn

Fibre to the Premises (FTTP) service delivery includes deploying high-speed fibre optic connections directly to the customer premises, which involves several complexities and unexpected delays in order fulfillment. These delays can lead to missed SLAs, high customer churn, and compensation liabilities for Communications service providers.

According to Forrester, “70% of customers are likely to churn if orders are delayed, and proactive information about orders are missed”. Hence, an intelligent FTTP service delivery becomes imperative for service providers in the Connectedness industry.

Leveraging an AI/ML-powered FTTP service delivery framework can help service providers predict and address order delays before they impact the business. With the predictions from the ML model, the operations team can gain a view of the expected delays, root causes, and ways to overcome them. This helps reduce operational overload and customer churn.

Fig: Leveraging an AI-powered FTTP service delivery framework for on-time provisioning and improved customer experience