CUSTOMER EXPERIENCE
It is at this stage that next-generation AI technologies come into play.“ The solution: intent-based automation( IBA),” Reggie suggests.“ IBA uses real-time signals from chat, email, messaging and the network to understand why a customer has come to the portal, then takes the next best step without waiting for a ticket.” For a telco, the phrase’ signals from the network’ is particularly powerful. Imagine an IBA system detecting a slight degradation in a customer’ s 5G signal quality. Instead of waiting for the customer to complain about slow speeds, the system could proactively send a notification via their self-service app with troubleshooting steps. It is the essence of predictive support.
“ For self-service, this could mean prefilling account details so forms can be completed quicker and easier, or notifying customers of a service disruption with an estimated time to fix,” Reggie notes.
Laying the right foundations for intelligence The intelligent, predictive vision cannot be built on a shaky foundation. The effectiveness of AI models is limited to the data they receive and the systems
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