Introduction

Tecnotree is a global leader in telecom software for Customer Relationship Management (CRM), Billing, Product Catalogue, Order Management, Charging, and Trouble Ticketing to provide the backbone of operational efficiency and customer satisfaction. As the landscape becomes increasingly complex, the integration of Generative AI to these applications, processes and tools offers unprecedented opportunities to enhance these systems.

This blog post aims to take you through our innovative approach to building the Tecnotree Sensa platform with Generative AI capabilities, our unwavering commitment to scalability and cost-efficiency, and the strategic alignment of artificial intelligence integrations with tangible business outcomes.

The application of Gen AI can be across the board, from innovation around business planning to augmenting current capabilities and achieving optimization and efficiencies in the current operations.

Optimization scenarios include product rationalization, conversational assistants, while augmentation capabilities can be achieved through automated functions and tools such as personalized communications, guided knowledge tools for various organizational functions such as sales and marketing, and customer service, and co-pilots to accelerate day to day tasks.

The innovation-based use cases can have a much higher strategic impact where the CSP’s past knowledge, data and business metrics combined with external data can aid in designing novel and relevant products, market expansion through more focused sales strategies, business scenarios simulations and so on.

While Gen AI provides myriad capabilities, Tecnotree further amplifies these capabilities through,

  • Relevance: Embedding these capabilities in the right manner across the BSS journeys
  • Context: Embedding these capabilities in the right manner across the BSS journeys
  • Trust: Building sufficient guardrails and providing those trust indicators to ensure that the information is accurate to build higher confidence among the users of the information.

Our Offerings

The BotBuilder framework is a state-of-the-art Telco-focused GenAI based Bot authoring environment. Using this framework, we provide highly customizable GenAI agents that can be embedded via API (Application Program Interface), Chat widgets, Python, JavaScript SDKs to inject GenAI experiences into any channel and customer journey. As the market leader in TMForum Open API Conformance, Tecnotree holds the top position with the highest number of certified APIs.

The BotBuilder comes with capabilities to enable knowledge service and functions to retrieve data from various sources of information, customizability, and observability to review the performance of the bots.

This can empower the CSPs to rapidly configure and launch specialized GenAI based bots for various teams, ensuring consistency and accuracy of information across the different teams and automating many of their internal operations. CSPs can create specialized bots such as one for guided selling and another for training customer service agents and assisting the back-office teams.

BSS Workflow Co-Pilots

This can empower the CSPs to rapidly configure and launch specialized GenAI based bots for various teams, ensuring consistency and accuracy of information across the different teams and automating many of their internal operations. CSPs can create specialized bots such as one for guided selling and another for training customer service agents and assisting the back-office teams.

An example of a complex workflow configuration that has a high-traffic impact on Charging Systems is the Tarriff Rule definition. Using our GenAI based Tarriff Rule definer, human agents are able to create Tarriff Rules that are automatically verified with existing business definitions, and technical validation endpoints.

A second example of GenAI based workflow configuration, and automated co-pilots is in the Tecnotree Campaign management system – where our GenAI co-pilot uses cohort statistics, past and current campaign constructs, performances, and tool-calling to generate campaign design advice in a natural language to marketeers who are designing the campaigns. This speeds up information retrieval for these marketing teams who can visualize these data themselves on demand, without depending on other teams. GenAI is also used to optimize the campaign notifications and ensure they are in line with SEO optimization and fine-tuned for customer cohorts and their innate preferences.

Our Design Language to Build Products with Generative AI

Tecnotree’s delivery and product design principles lay a heavy focus on understanding customer requirements and building highly customizable user interfaces that delight your business operation agents or end users. Our solution delivery teams interface with you at every step of the User Journeys and allow you to select the optimal configuration of user experiences and business workflow orchestration. We help CSPs seamlessly adopt a new breed of GenAI assisted business workflows in the core applications themselves such as Digital Customer Lifecycle Manager (DCLM), Campaign Manager (CaM), Digital Catalog Manager (DCM) as well as in our application platform, Digital Accelerator Platform (DAP).

By incorporating these principles, we ensure that our systems conform to the following core principles:
Tecnotree’s AI Agents support Human Agents with timely, evidence based, and multi-media rich interventions, recommendations, and content.

One of the key aspects of our GenAI design language is the emphasis on clarity and transparency of machine generated insights. We prioritize creating interfaces that clearly communicate the capabilities and limitations of our AI systems. This involves providing users with:

  • Understandable explanations of how AI-generated information is produced
  • Ensure that users have control over the AI’s actions.

We continuously gather user feedback to refine and improve our GenAI infused applications. This iterative approach ensures that our products evolve in response to user needs and preferences, resulting in interfaces that are both intuitive and effective. By leveraging the HAX toolkit, we create AI-driven systems that are not only powerful, but user-friendly, and allow the end users to operate in two different modes: - artificial intelligence in the driver’s seat, with the human operator able to oversee all actions, and tune behavioral characteristics – AI provides insights to the human operator, who can provide implicit or feedback by acting on the insights

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AI trust and governance is paramount when dealing with AI-generated information. We employ rigorous methods to ensure the accuracy and reliability of the data produced by our systems. Our products incorporate visual and contextual trust indicators, providing users with clear signals about the credibility of the information they are viewing. This transparency fosters confidence and trust, which are essential for the widespread adoption of AI technologies.

Sensa scales to your GPU, data and GenAI needs

Sensa’s scalability is vendor-agnostic and built-in with automated controls for security and traceability.

Scalability is a cornerstone of our approach to Generative AI. We are committed to delivering solutions that offer low Total Cost of Ownership (TCO) while maintaining high utility. Deploying GenAI at scale requires enormous amounts of power-hungry GPU compute and Sensa gives Communication Service Providers (CSPs) a cloud-native GenAI platform to integrate with on-premises and cloud hosted, enterprise friendly Large Language Model providers.

At the heart of our AI-driven solutions lies a meticulously crafted cloud native, Large Language Model (LLM) provider-agnostic architecture designed to ensure robustness, reliability, and trustworthiness. Our architecture leverages advanced machine learning algorithms, scalable cloud infrastructure, and secure data management practices. The native cost-efficient Sensa Data Lake technology allows operators and IT divisions to plan for and scale all data processing workloads with minimal cost footprint, and active resource usage.

Learn more about the Sensa Data Fabric platform in an upcoming blog post.

This robust foundation allows us to build systems that not only perform efficiently but also adapt to the dynamic needs of the telecommunications sector - and seamlessly support operators functioning in the self-hosted datacenter space, and the major cloud providers.

Our strategies for minimizing operational and maintenance costs include efficient resource utilization and modern data lakehouse architecture, and a native distributed data engineering framework.

High utility is another critical aspect of our AI applications. We focus on delivering high performance and responsiveness, ensuring that our systems can handle large volumes of data and complex computations without compromising on speed or accuracy. Real-world use cases demonstrate the practical benefits of our solutions.

We empowered a medium-sized CSP (Communications Service Provider) in LATAM region to unify their customer base distributed across multiple CRM’s using state of the art and battle tested Customer Linking algorithms.

From automating routine tasks to providing actionable insights that drive business growth, we continuously improve our products based on user feedback, ensuring that they remain relevant and effective in meeting the evolving needs of our customers.

Tying Business Outcomes to Generative AI Integration

Our AI solutions are meticulously aligned with the business goals of our enterprise customers. We understand that technology must deliver measurable impact to be truly valuable. By integrating AI into our existing products, we enable businesses to achieve their objectives more efficiently and effectively. Case studies with successful integrations highlight the tangible benefits of our solutions, from increased revenue to enhanced customer experience to decreased operational costs for customer outreach.

We employ key performance indicators (KPIs) and metrics to measure the impact of our AI integrations. These metrics provide unambiguous evidence of the improvements our solutions bring to business operations. Real-world examples illustrate how our AI-driven systems have led to significant enhancements in various aspects of telecom BSS, from reducing operational costs to improving service quality.

Contact us directly or your Tecnotree account manager to get access to our case studies and understand our impact across multiple Telecom domains.

Our KPIs are computed in real-time, or periodically, and are built on top of our data lakehouse based Sensa Data Fabric platform – this gives our customers aggregate metrics, whose lineage can be traced back to the very systems they were generated off, and simplifies critical KPI indicators like data freshness, and data quality. These KPIs are available for consumption from industry standard Business Intelligence tooling operated by our customers.

Conclusion

Looking ahead, we are committed to continuous innovation. Our future roadmap includes exciting new features and enhancements that will further elevate the capabilities of our AI solutions. Our long-term vision is to seamlessly integrate AI into every facet of BSS systems, driving unprecedented levels of efficiency, accuracy, and customer satisfaction.

In conclusion, our approach to building products with Generative AI is characterized by a robust architecture, user-centric design, and a focus on AI governance, trust, and transparency. We are committed to delivering scalable artificial intelligence applications that offer low TCO and high utility. By aligning our AI integrations with business outcomes, we ensure that our solutions deliver measurable impact and drive success for our enterprise customers. We invite you to explore our Generative AI solutions and discover how they can transform your telecommunications BSS systems. For further inquiries and demonstrations, please do not hesitate to contact us.

Author

Prajna Kandarpa
AVP - AI ML Product Engineering

ABOUT THE AUTHOR

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Himmat Singh Gill

Vice President of Sales at Tecnotree

Himmat Singh Gill, Vice President of Sales at Tecnotree, is a seasoned leader with a proven track record in strategic sales. A distinguished alumnus of IIM Calcutta , he brings a wealth of knowledge and expertise to the telecommunications industry. His visionary leadership drives Tecnotree's commitment to empower MVNO's through the convergence of AI and 5G technologies with a focus on strategic differentiation, enabling MVNOs to succeed by tailoring services to diverse sectors, including Healthcare, Edutech, Fintech, Gaming, Betting and ensuring MVNO's stand out in a competitive landscape through tailored and differentiated services.