Case Study: T-Mobile reduces order fallouts and improves customer experience with Ericsson AI and OSS/BSS

T-Mobile US and Ericsson complete massive migration in record time with 100% success rate

T-Mobile worked with Ericsson to address a major challenge in its ordering process, where up to 17% of orders were falling out across a complex environment of more than 140 multi-vendor OSS/BSS applications. The issue affected everything from plan upgrades to new phone activations and made it difficult to identify root causes using traditional methods.

Ericsson implemented an AI- and machine learning-based solution as part of its Business and Operations Support Systems services, using an Assess, Solve, Improve approach to map problem areas, detect anomalies, and enable closed-loop automation across the end-to-end order flow. The result was a 95% reduction in order fallouts, a 90% faster time to identify issues, and order-to-activation times cut to 5 minutes or less for almost every order.

T-Mobile

Roberto Bulleri

Program Manager