IG1291A CMCC Use Case using Value Streams v1.0.0

The customers’ network complaint quantity in Jiangsu mobile are going to rise sharply during the 5G migration as the legacy network (2G/4G) will continue to function in parallel with 5G. CSP will continue struggle to provide high-quality services and maintain their competitive advantage if they rely on increasing headcount and skills to manage future network. Resolve Customer Network Complaints automatically and intelligently under the framework of IG1291 (MAMA defined CSP Value Streams for Autonomous Operations) are the most urgent task.

Five AO robots which are ‘Filtering Robot’、‘Distribution Robot’、 ‘Analysis Robot’、‘Response Robot’ and ‘Inspector Robot’ work together to resolve customer network complaints automatically and intelligently. The KPIs of operation metrics have risen since five robots are integrated into the existing process. The improvement of the KPIs of operation metrics will ensure fulfill the business value of CCRTCS (Customer Complaints Resolved To Customer Satisfaction).