Case Study: Proximus Group speeds network incident resolution with Camunda

How the Proximus Group Is Piloting Agentic AI to Speed Network Incident Resolution

The Proximus Group, Belgium's largest telecommunications provider, faced a significant challenge in its Network IT division. Resolving routine network incidents required engineers to manually filter and analyze over a thousand system messages, a process that typically took two to four hours and sometimes days for complex cases. To address this slow, specialized manual work and the institutional knowledge locked in experts' heads, Proximus turned to Camunda to pilot an AI agent solution.

Camunda implemented an AI agent orchestrated within its platform to automate the investigative legwork. The solution retrieves logs, queries the correct systems, and proposes resolutions, cutting the process from hours to minutes. In early testing, the Camunda-orchestrated agent resolved simpler cases in under a minute and created a knowledge base that learns from human experts. This pilot project demonstrated a potential to drastically reduce resolution times and eliminate unnecessary handoffs between teams.

Proximus Group