Targeted AIOps Solution for CPE Support Improvement

This document is a case study detailing the implementation of a targeted AIOps solution by TechWish for a major regional telecom provider. The objective was to enhance the existing CPE support environment by improving remote diagnosis and reducing unnecessary truck rolls. The solution integrated technologies such as ATLAS, Argus, and Merlin to create a unified data foundation, enabling better correlation of device telemetry, network signals, and service context. The implementation resulted in a 22 percent reduction in preventable truck rolls and a 25 percent increase in first-call resolution. Additionally, the solution decreased average handling time by 20 percent and proactively identified over 15 percent of imminent device failures, allowing the provider to address issues before they affected customers. The case study outlines the challenges faced by the telecom provider and how the AIOps solution addressed these issues, ultimately improving support efficiency and field operations.