en
Dialog Axiata(Axiata Group)
Dialog Axiata, a prominent group of telecommunication companies in South-East Asia and Sri Lanka, boasts over 3,500 employees in Sri Lanka alone.
Fcode Labs collaborated with Dialog Axiata on an innovative project. We developed a machine learning-based prediction tool that identifies the reasons behind customer calls by analyzing customer behavior. This tool analyzed a staggering 1 million call details per year.
✅ Customer Behavior Analysis – Tracks and interprets patterns in customer interactions to determine common service issues.
✅ Call Prediction Model – Uses advanced ML algorithms to analyze over 100,000 call details per year, identifying trends and root causes of customer queries.
✅ Proactive Issue Resolution – Enables the telco’s support teams to address concerns before customers reach out, reducing call volume and enhancing satisfaction.
Fcode Labs is responsible for:
🔹 Research & Development – Conducting in-depth analysis to design an accurate and efficient prediction model.
🔹 Machine Learning Implementation – Developing and training the system using real-world telecom data.
🔹 Deployment & Optimization – Ensuring smooth integration into Dialog Axiata’s existing infrastructure while fine-tuning model performance.
This AI-driven solution is powered by industry-leading technologies, ensuring scalability and accuracy:
Keras & TensorFlow – Deep learning frameworks for advanced model training.
Python – Core programming language for machine learning development.
DynamoDB – High-performance database for storing and retrieving call analysis data.
AWS Cloud – Ensuring reliability, scalability, and security for real-time processing.
As one of the largest telecommunications companies, Dialog Axiata receives millions of customer care calls annually. Their challenge was to optimize the efficiency of their customer care team by predicting the reasons behind customer calls.
Implementing this solution resulted in a 20% time saving for the customer care staff, translating to millions of rupees in annual savings for Dialog Axiata. This achievement not only improved operational efficiency but also enhanced the overall customer experience.
