telecom rpa case study
INDUSTRY : Telecom and Media

Background

On a five-year plan to transform and turn around their company, this telecom put the customer at the center of their plans. The telecom had deployed an array of bots across the organization to achieve faster delivery of their services and provide a better experience for their customers.

Challenge

The telecom’s Robotic Process Automation (RPA) program wasn’t showing the kind of results the organization had been hoping for. With past RPA projects stuck in UAT and rework, while successful bot implementations remained underutilized, the telecom needed to change course. They engaged PK to create automated bots with shorter cycle times, as well as operationalized bots complete with detailed monitoring and tracing.

Solution

PK’s RPA experts implemented Bot Reliability Engineering practices. The new approach resulted in the immediate implementation of 50 bots using Automation Anywhere. PK also set up a proprietary dashboard known as BotScope to trace, alert and proactively report bot failures. By enhancing the skillsets of a remote and lean Bot Monitoring team that included Bot Operators, Bot Moderators, and Bot Trainers, PK gave the telecom the tools to own their RPA journey for the long-run.

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