Converge ICT Solutions Inc., a broadband provider, has increased the role of artificial intelligence (AI) to hasten fault identification and the resolution of service interruptions in its system.
Converge is constructing a zero-touch network operations network that relies on AI to react to data signals with the least amount of human involvement.
Converge hopes to do this to speed up emergency response and lower the likelihood of human error when fixing network problems.
Photo taken outside one of CONVERGE’s sales offices in Manila.
The business headed by Dennis Anthony Uy currently uses the Network Intelligence and Automation Platform (NIAP) for its end-to-end solutions. With the move, Converge can now make use of the NIAP to monitor, maintain, and troubleshoot its infrastructure.
With the use of NIAP, trouble events will generate just enough warnings for an engineer to do an analysis.
Once the alarm’s cause has been located, the AI will then create a trouble ticket before modifying it along the process to reflect new information.
This way, the NIAP can help engineers address the problems faster by providing data on how many subscribers are impacted by the service disruptions, and in which areas.
Service interruptions now only last 25 minutes
As evidence of its effectiveness, Converge recently reported a 50 percent decrease in the “trouble tickets” it issued in the fourth quarter of 2022.
Additionally, the company saw a 62 percent decrease in the average amount of time it takes to escalate backbone issues — which means, service interruptions now only last 25 minutes instead of one hour in the previous setup.
Paulo Martin Santos, chief network transformation officer at Converge, stated that the company wants to develop a self-healing system where AI handles problem identification, monitoring, and resolution.
With this, the company hopes to respond to service interruptions more quickly.
“Human errors and the processing time of network failures may both be successfully managed with our new and intelligent operating model powered by our AI. We’re excited to use AI in the future to offer clients proactive advice services,” Santos said.