Dialog Axiata is one of the leading telecommunication providers in South-East Asia and Sri Lanka, operating under the Axiata Group Berhad. With a workforce of over 3,500 employees in Sri Lanka, the company serves millions of customers, offering cutting-edge telecom solutions and digital services.
Fcode Labs collaborated with Dialog Axiata to develop a powerful machine learning-based prediction tool aimed at enhancing customer experience and optimizing call center operations. The solution is designed to analyze customer behavior and predict the reasons behind customer calls, enabling proactive issue resolution and improved service efficiency.
✅ 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.
By leveraging machine learning and AI, Dialog Axiata can now enhance customer service efficiency, reduce operational costs, and improve user experience through predictive analytics. The success of this project paves the way for future AI-driven solutions that can further transform the telecom industry.
