How Generative AI Agents Transformed Field Service for a Telecom Leader

The client is a leading telecommunications provider in North America, generating approximately $24 billion in revenue. Their field services ensure that networks remain operational, service disruptions are minimized, and customers receive reliable connectivity.

Challenge

The client’s Field Service Assurance Team is responsible for managing assets and resolving technical issues.  However, they faced inefficiencies due to a vast, unstructured repository of complex documents in multiple formats. As the network has evolved to include new technologies from a multitude of vendors, the complexity of triaging and resolving issues requires unique expertise.

Field technicians struggled to quickly find relevant information, leading to longer resolutions and impacting service reliability. With network uptime being mission-critical, the client needed a solution to enable their field technicians to effectively troubleshoot issues and accelerate service restoration.

Solution

Orion designed and developed a Generative AI agent that acts as a real-time knowledge assistant, allowing field technicians to retrieve critical information instantly and resolve issues faster. 

Key features of the solution included:

• AI-powered search and retrieval uses Retrieval Augmented Generation (RAG) to seamlessly integrate into the client’s Large Language Model (LLM) platform, to deliver accurate and context-aware results from the client’s document repositories.
• Google Cloud’s Gemini Pro tools enable the system to process a wide range of document formats with high accuracy, ensuring technicians get reliable, precise answers.
• Vector Database (Vector DB) provides fast search results while enforcing strict security and access controls.
• Cost-efficient cloud architecture, ensuring smooth integration with client’s existing systems, optimizing costs while enhancing performance.

Impact

The GenAI agent transformed the client’s field operations. By giving technicians instant access to the right information, they were able to resolve issues quickly and efficiently, cutting out time spent searching documents and allowing them to focus on solving problems.

This shift not only made their workflow smoother, but it also led to happier customers. Faster resolutions meant a more reliable network, ensuring that end users experienced minimal downtime and more consistent service.