In a sector as competitive as telecommunications, delivering a flawless customer experience is no longer just an advantage – it is a necessity. For Vodafone Australia, part of the TPG Telecom group that also includes brands such as Lebara, felixmobile and iiNet, the challenge was clear: to understand in real time how its more than 10 million customers are experiencing fixed and mobile network services, anticipate potential incidents, and minimise the costs of engineer visits or any perceived loss of quality for the end customer.
With an operations department involving more than 1,500 professionals and managing around 3,500 changes per week, TPG was looking for a solution that would offer full visibility, scalable automation and a proactive approach to the user experience.
The solution: IOMETRICS® Telco Xperience by Datadope
Working alongside Spanish technology company Datadope, the TPG group rolled out IOMETRICS® Telco Xperience, the advanced observability solution that combines artificial intelligence, automation and multidimensional analysis of customer behaviour.
This tool has made it possible to:
- Develop an individual customer scoring model based on multiple usage and service quality metrics.
- Identify customers at higher risk of churn, anticipate irregular behaviour and generate proactive alerts, as well as improve average resolution time and customer service in its call centres.
- Visualise the user experience in real time through critical use cases.
- Automate incident triage and execute automatic remediation processes across fixed and mobile networks and public and private cloud environments.
- Drive the creation of an intelligent assistant for call centres, capable of instantly identifying the reason for a customer’s contact and improving service efficiency.
The results have been immediate: TPG Telecom has reduced the most redundant or basic alerts (so-called “level 0 events”) by 80%, automated 50% of operational triage – laying the foundations for a proactive, predictive operating model that enhances service quality – and optimised resources.
Direct impact and strategic collaboration
One of the key factors behind the success of the project has been the flexibility of the solution and the Datadope team’s experience in the telecommunications sector, which has made it possible to adapt use cases to real business needs and scale quickly into new areas. TPG has been able to reinvest the operational efficiencies achieved into new AI and Machine Learning developments, consolidating a model of continuous innovation.
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“What we value most about Datadope is its flexibility and ability to adapt to our business. Telco Xperience has far exceeded our expectations and we have improved our customer satisfaction index by 54% since we started using the solution,” says Gastón de Arriba, Director of Network and IT Operations at TPG Telecom.
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The future: AI agents, full automation and smarter decisions
TPG’s next step is to extend automation to every operational level and enrich decision-making with real-time contextual intelligence. The company is already working on new use cases that incorporate autonomous agents, automated discovery and service orchestration across the network.
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“Our objective is clear: to continue improving NPS (Net Promoter Score) efficiently, using as few resources as possible, both economic and human. Datadope is helping us achieve this,” concludes Gastón.
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