Case Study: Large Telecom Enterprise achieves rapid COVID-19 ticket triage and SLA compliance with EdgeVerve AssistEdge RPA

How a European Telecommunications Leader with A Long History of Service Excellence Addressed Key Customer Concerns During The COVID-19 Pandemic

Large Telecom Enterprise, a UK‑headquartered communications leader operating in nearly 180 countries, faced a surge of Repair and Provision requests during the COVID‑19 pandemic. Field engineers and operators were manually flagging infected homes in notes, which led to missed SLAs, increased complaint calls and delays in servicing. EdgeVerve was engaged and deployed its AssistEdge RPA bots to automate identification, segregation and rescheduling of COVID‑affected orders.

EdgeVerve’s AssistEdge bots read assessment notes, assigned robotic IDs to COVID‑related exceptions, created a separate servicing queue, and automatically rescheduled appointments after 21 days while monitoring Siebel for amendments or cancellations. The solution eliminated manual searching, removed COVID‑affected cases from the regular queue so engineers could promptly address non‑affected orders, ensured timely rescheduling and customer notifications, and significantly reduced manual effort while protecting SLAs and improving customer experience.