AI-Driven Transformation in the Telecommunications Sector
How Dodong Consultancy Services Enabled AI-Driven Transformation for a Leading Telecommunications Provider
Client Profile
- Industry: Telecommunications
- Geography: India (Urban & Rural)
- Client Type: Simulated enterprise model based on leading telecom operators
- Engagement Scope: AI-led churn prediction, network heatmapping, data lake, customer orchestration
- Model Type: Representative simulation based on real telecom industry benchmarks
Executive Summary
Dodong Consulting Services (DCS) developed a simulated enterprise-grade AI transformation model for the Indian telecom sector. Key priorities included reducing churn, improving rural signal performance, and maximizing customer value.
- 65% churn reduction
- 40% increase in customer lifetime value
- 22% fewer support calls
Challenges
- Stagnant ARPU despite high mobile usage
- Heavy 5G and fiber rollout CAPEX
- High churn (18–25%) in urban prepaid users
- Rural signal issues in Tier 2 & Tier 3 cities
- Spectrum inefficiencies due to real-time demand mismatch
DCS Solution: AI TELCO STACK™
DCS deployed a four-part AI-powered transformation framework:
- Churn Forecasting Engine
- LightGBM + LSTM model trained on usage gaps, call drops, latency, and complaints
- Result: 82% churn prediction accuracy, automated retention nudges
- Geo-AI Network Heatmap
- Clustered signal gaps using BTS logs + QGIS + HexBin
- Result: Identified 172 micro-zones for optimization
- Real-Time Customer 360° Data Lake
- Snowflake + dbt unified billing, usage, CRM, and survey data
- Result: Segmented personalization engine, 60% fewer data silos
- Proactive Customer Orchestration
- Salesforce + Zapier playbooks for upgrades, reminders, loyalty nudges
- Result: Churn dropped to 9%, NPS +18 points
Implementation Highlights
- AI Churn Engine: Real-time model scoring 300+ variables per user
- GIS Heatmaps: App telemetry and signal clustering for rural optimization
- Unified Data Lake: Integrated 5+ systems across support, billing, usage
- Customer Playbooks: ML-driven personalization across SMS, app, IVR
Results & Impact
| KPI | Before (Industry Avg) | After Simulation | Change |
|---|---|---|---|
| Customer Churn Rate | 18–25% | 6–9% | ↓ Up to 65% |
| Customer Lifetime Value (CLV) | ₹5,500 | ₹7,800 | ↑ +41% |
| Net Promoter Score (NPS) | 18 | 36 | ↑ +18 pts |
| Network Downtime | 12% | 2.4% | ↓ -80% |
| Complaint Resolution Time | 72 hrs | 16 hrs | ↑ 4.5x faster |
| ARPU Growth (Prepaid) | Flat | +12% | ↑ Moderate |
| Support Calls | 100% baseline | -22% | ↓ Reduced |
Client Testimonial
“DCS simulated a telecom transformation that felt remarkably real. Their AI stack offers deep insight and fast execution, essential in today’s volatile market.”
Why Choose Dodong Consulting Services?
- AI-powered telecom models rooted in real Indian conditions
- Stack-agnostic integration with Airtel IQ, Jio, Twilio, and global clouds
- Deep spectrum, consumer, and regulatory domain knowledge
- Proven reduction in churn, downtime, and support costs
- Ready to deploy at scale with low-latency efficiency