Nokia has announced its first ever digital care process, the Nokia Service Management Platform (Nokia SMP), which provides deep machine learning capabilities, with the aim to help service issues before they happen.
The software will provide machine learning capabilities, working with any commercially available assistant such as Apple Siri, Amazon Alexa, Facebook Messenger and Microsoft Cortana — enabling operators to identify and resolve concerns proactively before customer experience is affected.
According to data carried out by Nokia, the machine learning capabilities could handle up to 80% of care issues without customer support agent intervention, and could resolve up to 70% of residential issues before the subscriber is even aware of the problem.
Rich Crowe, Head of OSS Marketing at Nokia said “Our thinking is, if you can have a self-driving car these days, why can’t you have self-driving customer care? What we’re introducing is machine learning-powered bots with machine learning algorithms provided by Bell Labs that are able to predict a service outage before it happens and resolve it before the customer is impacted.”
“We believe we’re the first telco vendor to announce this kind of autonomous proactive self-driving care solution. We believe that in the future, most issues are going to be handled in this way.”
Written from source by Leah Alger
Source: Fierce Wireless