Dispatch Reduction with AI

CHALLENGE

Non-Productive Dispatches (NPD) are a significant cost to telecom service providers, generally ranging from $130 – $200 per dispatch. These occur when the technician arrives at a site and finds the problem has already been fixed, it could have been fixed without a dispatch, or some other reason where a dispatch could have been avoided.

SOLUTION

We utilized Pega’s Process AI along with an LLM to predict when a dispatch would be non-productive. Our client can put guardrails in place which instruct the Customer Service Rep (CSR) that a dispatch would probably not be needed or solve the issue, and the CSR should troubleshoot further. The solution also allows for the “no dispatch” recommendation to be overridden by a supervisor.

RESULTS

The reduction in non-productive dispatches via CSR’s has far exceeded the business case projections.