Fault reduction through call listening and end to End RCA for journeys and problem resolution raised by call center, FGD and other internal groups Eliminating need for call by process / journey corrections (tactical)SR closure Reduction of repeat SR Driving App Adoption through changes in DT scenarios and communicating self-help (App / USSD) features to frequent callers Handling VIP customers Handling escalation from all touch points ( Pre and Post ) Reduction in calls / complaints