11 Jan 2023
Safaricom and Nokia accelerate incident resolution with automation and AI/ML based analytics
Nokia worked together with Safaricom to design a more rigorous and innovative approach for reduction of 25 percent incident resolution time
“In the current global economy, businesses must be more adaptable and responsive to their customers’ needs to succeed. We at Safaricom are always open to ideas and innovations that can help us improve customer experience. The complexity of our network has in - creased with the introduction of new technology layers including the launch of 5G and we saw increase in incident resolution times, impacting the satisfaction of both our customers and care engineers. With our long-term partner Nokia, we were able to completely transform our incident resolution process and adopt new digital tools that leverage AI/ML, which resulted in an impressive 25% reduction in average incident resolution time. I rate the results of this transformation project excellent.”
