Thanks to the AISNA project supported by Engineering, the global operator optimizes operational management and response time to alerts, improving direct customer care activities
Sparkle, the first international service provider in Italy and among the top global operators, announces the results of the Artificial Intelligence Sparkle Network Assurance (AISNA) project aimed at implementing artificial intelligence in its Network Operation Center (NOC) dedicated to managing and monitoring the international network.
Developed in collaboration with Engineering – a leader in digital transformation for businesses and public administrations – AISNA enables the automation of monitoring, management and quality improvement activities, thereby reducing the risk of errors and misalignments, and allowing faster responses to customer support requests.
By simplifying access to information and automating more repetitive tasks, the solution has reduced by 30% the operational handling time of alerts at the NOC and by up to 80% the average execution time for massive network update campaigns. Furthermore, thanks to AI’s ability to analyze email content, summarize key information and automatically update tickets, it has been possible to reduce by approximately 3,000 hours per year the time spent on customer reporting and by about 700 hours per year the time spent on RFO (Report for Outage). This has allowed staff to focus more on direct customer interaction and problem resolution, with a positive impact on the overall quality of service.
“Sparkle is engaged in several projects aimed at improving customer and employee experience through AI, as well as enriching our market proposition. The AISNA project, focused on network management, has been a top priority for its impact on customers and operations,” said Lorella Scalcione, Chief Information Officer of Sparkle.
“Thanks to this project,” confirms Danilo Decaroli, Head of Operations at Sparkle, “our NOC is now able to interact with customers even more promptly and transparently, while also operating more efficiently and with a greater focus, reducing the burden of repetitive activities in favor of customer care and problem solving.”
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