AI System for Routing Network Alarms to Technical Review Queues

The problem

In day-to-day operations, network alarms, topology data and change records arrive through different systems and incident records, preventing the team from viewing the case on a single timeline.

As a result, source links may be lost while the incident cluster and team recommendation are prepared, the case may be referred to the wrong team, and the basis for a technical decision may be unclear.

An incomplete workflow may overlook a widespread outage or conflicting topology data; poorly designed automation creates a risk of suppressing a critical alarm.

What we set out to improve

• Time taken for the draft incident cluster and team recommendation to be ready for specialist review
• Correct referral of records involving a widespread outage or conflicting topology data to the appropriate specialist queue
• Recording of suggestions corrected or rejected by the network operations specialist

How the system works

1. 01 Retrieve network alarm, topology and change record data from authorised sources
2. 02 Verify the source, timestamp and record identifier
3. 03 Add the relevant asset, user, location, vehicle or content context
4. 04 Prepare the draft incident cluster and team recommendation
5. 05 Compare the draft with technical rules and authority limits
6. 06 Check for exceptions: a widespread outage or conflicting topology data
7. 07 Have the network operations specialist approve, correct or reject the draft
8. 08 Write the input, suggestion, changes and final decision to the audit log

Methods we used

• Data extraction with source and timestamp traceability from network alarms, topology data and change records
• Structured output that restricts the incident cluster and team recommendation to fields defined by technical rules
• An exception gate that separates a widespread outage or conflicting topology data from system processing
• An authorised queue that shows the network operations specialist the evidence alongside the suggestion
• Duplicate-processing controls and a reversal record to mitigate the risk of suppressing a critical alarm

Where people stay involved

Data and security

Only fields required for the task are processed from network alarms, topology data and change records. Source-system permissions are preserved, and unnecessary personal, technical and security-sensitive data is minimised before being provided to the model. Every retrieval, suggestion, human change and target-system action is written to the audit log.

Who this suits

Frequently asked questions