Nokia claims new AI-based customer care apps can reduce network call-outs by 90%

Nokia, customer care, artifical intelligence

Nokia has introduced a number of machine learning capabilities to its portfolio of customer experience software.

It said machine learning, a branch of artificial intelligence (AI), will enable its customers to reduce call handling times for care agents by up to 15 percent, and truck-roll associated with sending out technicians to resolve technical issues by as much as 90 percent.

The vendor's Motive Service Management Platform 7.0 features a new self-optimising system, which can determine the best sequence of tasks to deliver the resolve billing, subscription and network issues in the shortest amount of time.

It considers data from previous interactions with the network, customer premises equipment, and customer service applications to more quickly identify solutions when customers contact help desk agents or use self-care, Nokia said.

Meanwhile, Nokia said its Motive Care Analytics 2.0 is the first solution of its kind to automatically correlate enquiries to care functions with other data from the network, customer service points and third-party applications, and to automatically identify and resolve service disruptions and network issues.

The Finland-based company said the two solutions can help operators reduce care issues, care traffic, call handling times, truck roll and associated costs.

Recent research by ABI claims mobile operators will devote more than $50 billion to big data and machine learning analytics over the next five years.

Bhaskar Gorti, President of Applications and Analytics at Nokia, commented: “Service disruptions are often hard to identify because they happen in the access network, on customer equipment or on customers’ devices.

“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.”

Earlier this week, Nokia unveiled a new a four-part growth strategy in a bid to reverse declining revenues and profits.

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