Case Study: Safaricom achieves faster incident resolution with Nokia's AI-driven Digital Care Services

Safaricom accelerates incident resolution with automation and AI/ML based analytics

Safaricom, a leading telecommunications company in East Africa, faced increasing network complexity and slower incident resolution times, especially after the launch of its 5G network. This was negatively impacting customer experience and engineer productivity. To address this challenge, they partnered with their long-term vendor, Nokia, to transform their incident resolution process with the goal of reducing handling times.

Nokia implemented a comprehensive solution consisting of process changes and its Unified Troubleshooting Framework (UTF). This AI/ML-based platform automated log collection, incident correlation, and analytics, providing engineers with recommended next best actions. The results were excellent, with Safaricom achieving a 25% reduction in average incident resolution time. This led to improved customer satisfaction, a higher net promoter score, and increased productivity for care engineers.

Safaricom

Godfrey Shikuku Abakalwa

Head of Converged Network Operations