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Improving Customers’ Convenience XL Axiata Implements Zero Touch Operation Platform

Jakarta, January 21st, 2021. In order to improve customers’ convenience amidst the increasing complexity of operational and network management, PT XL Axiata Tbk (XL Axiata) started implementing the Zero Touch Operation platform including network management automation (Automation NOC- Network Operation Center). With this platform, XL Axiata can accelerate the detection process of network disruptions and their impact on customers. With the ability to detect disturbances earlier, then the impact of disruptions, including the number of affected customers, can be minimized.


Director & Chief Information-Digitalization Officer of XL Axiata, Yessie D Yosetya said, “The implementation of Zero Touch Operation platform is part of the digital transformation that continues to be carried out, where since 2019 we have modernized every operational support device. In order to be able to provide a variety of services that are maximally in accordance with customer expectations, we also strive to minimize the impact of disruption on the network side. By implementing this platform, many operational activities including network management can be processed automatically with the use of IT, which in turn will improve service quality for customers. "


Zero Touch Operation is implemented to perform repetitive work and has a low cognitive level, and requires a lot of human resources to do it. With this platform, all jobs that already have the Standard Operational Procedure (SOP) can be done by machines or no longer need to be done manually. Thus, the existing resources can be used for more productive work in order to achieve the expected level of operational efficiency.


Currently the implementation of the Zero Touch Operation platform by XL Axiata has successfully provided benefits in the form of increasing network availability by about 4.2%, download volume up to 45%, response time to network problems 90% faster, restoration time 35% faster, as well as a 4G quality increase of up to 18%. All of these indicators show an increase in the performance of handling disruptions and an increase in network quality, which finally can be directly felt by customers in the form of convenience using the XL Axiata network.


 The Zero Touch Operation platform works by using Machine Learning Algorithm to process existing data on the system in order to generate information and recommendation regarding steps that need to be taken, including automatic resolution, based on predetermined rules. In collaboration with PT Huawei Tech Investment as a technology provider, XL Axiata has implemented the Zero Touch Operation enablement system since early 2020 by producing several use cases from operation automation. This project is targeted to be completed in 2023.





According to Yessie, industrially, maybe several operators in Indonesia have seen an opportunity to apply Artificial Intelligent (AI) and Machine Learning to their NOC. However, to be able to implement it, firstly, it is necessary to go through the main prerequisite that is Operation Digitalization. These prerequisites allow a company to have operational data that will be the basis or input into the Machine Learning Algorithme on the Zero Touch Operation platform. Thus, this platform can provide information and recommendations for problem solving and perform an automatic remediation of certain problems.


In carrying out digital transformation in company operations, XL Axiata has carried out a number of strategic initiatives. In addition to the implementation of the Zero Touch Operation platform, initiatives that have been implemented include Google Cloud - Hybrid-Cloud, Cloud Core 5G-Ready, Customer Identity and Access Management (CIAM), SAP S / 4 HANA Cloud, Omnichannel Customer Value Management (CVM), and Multi Channel Campaign Management (MCCM).

  • Infrastructure & Network