Next Generation Communications Community Powered by TMCnet
  • Service Providers
  • Industries
  • NextGen News
  • eNews

MENU

  • Home
  • Service Providers
  • Industries
  • NextGen News
  • eNews

Service Provider Featured Article

Nokia Brings Machine Learning to Customer Experience

November 18, 2016


By Steve Anderson - Contributing Writer

Ask just about any marketer out there, and he or she—depending on who you ask—will tell you that the best customer experience is vital to ensuring the best chance of customers returning. That's put a particular new demand on customer experience purchases, and Nokia recently brought out a new line of tools to help on that front.

Powered by machine learning algorithms developed via Nokia Bell Labs (News - Alert), the new tools—a set of updates to Nokia's Motive Customer eXperience Solutions (CXS) software lineup—are geared toward not only offering a better customer experience, but also cutting costs, a combination that's hard for any reasonably astute business to pass up.

The slate added not only the Nokia (News - Alert) Motive Service Management Platform (SMP) 7.0 to the system, but also the Motive Care Analytics (CAL) 2.0 system, which each brings new options to the table. SMP 7.0, for example, offers the Dynamic Intelligent Workflows system, which yields the best sequence of tasks that resolve issues on a variety of fronts as rapidly as possible. That means less time to go from “there's a problem” to “problems solved,” and that improves everyone's day. Meanwhile, CAL 2.0 matches up the various help desk calls with current application topographies, which helps find unusual patterns that may call for unusual responses.

Nokia's system has already delivered some noteworthy value; help desk calls related to outages, a major problem by any standard, were down 85 percent in some cases, and truck rolls that weren't supposed to go out were down as much as 90 percent. Even better, the average call handling time was down between 5 and 15 percent, which added up over a long enough period to entire days of calls saved.

Nokia president of applications and analytics Bhaskar Gorti commented, “Traditional customer care may only address a small part of a larger problem and the time-consuming, step-by-step troubleshooting process can lead to customer frustration and the risk of lost business. By providing the earliest possible detection of network issues and streamlining help desk and self-care interactions, these new Nokia solutions reduce IT and care costs, and result in happier, more loyal customers.”

A better customer experience commonly means more customers returning for that experience. In many cases, customers will actually choose a better experience over lower costs, which makes it clear just how important this concept is to the customer base. Fixing problems rapidly makes for a great experience; customers understand that problems come up, but customers also want problems fixed quickly so as to cause minimal disruption.

With Nokia's systems, problems can be better spotted—perhaps even before the customer knows there's a problem—and if a system is going to have problems, better to have problems no one even notices.




Edited by Alicia Young
blog comments powered by Disqus
Return to the Next Generation Communications Homepage

Subscribe to our FREE
Next Generation Communications eNewsletter
Subscribe

Breaking News

Seed Group partners with Silicon Valley-based JIFFY.ai to Facilitate Growth of Intelligent Automation Industry
1/25/2021
AM Best Revises Outlooks to Positive for Hotai Insurance Co., Ltd.
1/22/2021
Sierra Wireless Announces the Planned Retirement of President and CEO Kent Thexton
1/21/2021
Fishtech Group CYDERES to offer Insider Threat Monitoring as a Service
1/21/2021
Zendesk Research Predicts: Business Success in 2021 Hinges on Delivering Exceptional Customer Experiences
1/21/2021
  • Home
  • Service Providers
  • Industries
  • NextGen News
Powered By Technology Marketing Corp. © 2021 Copyright. Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact us