INTELLIGENT BRANDS // Software for Business
Nokia’s new AI-powered
analytics software improves
customer experience
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Niilo Fredrikson, Head of Digital Intelligence
at Nokia Software, said: “Service providers
need to put the customer experience at the
heart of their businesses and engage with
customers in ‘digital time’, identifying their
needs, solving problems and delivering the
right service through the right channel the
moment they need it. Our new Cognitive
Analytics solution takes it a step further,
harnessing AI, Nokia’s deep domain
expertise and the Fastermind actionable
software to anticipate subscriber needs and
problems before they happen and deliver
recommendations that service providers can
act upon before the customer is even aware
of it. This leads to happier customers, less
churn and ultimately, higher revenues.”
N
okia has unveiled the latest version
of its Cognitive Analytics for
Customer Insight software, providing
powerful new capabilities so service provider
business, IT and engineering organisations
can consistently deliver a superior real-time
and personalised customer experience.
Nokia Cognitive Analytics for Customer
Insight provides a holistic, real-time view
of the customer experience to help service
providers quickly identify issues and
prioritise improvements based on their
customer and business impact. It features
Nokia’s Customer Experience Index (CEI),
which correlates information from the
network, devices, customer care, billing
and other sources with satisfaction surveys
like the Net Promoter Score to produce a
customer-specific score that tracks service
performance and subscriber satisfaction.
In this latest release, Nokia CEI now taps
advanced machine learning and deep
learning algorithms co-developed with
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INTELLIGENTCIO
Nokia Bell Labs to provide new levels of
prediction and automation capabilities
to improve the subscriber experience. The
algorithms optimise themselves over time,
decreasing the time required for the initial
tuning of the index from months to days
and delivering a far more accurate view of
subscriber satisfaction. As a result, service
providers can take actions based on CEI
insights and predictions six times faster to
address service issues and deliver better
revenue-generating services based on
subscriber needs and preferences.
The latest version of the Nokia CEI also adds
integration with Nokia Fastermind, which
leverages machine learning to extract value
from customer analytics data for real-time
decisioning (RTD). The integration closes
the loop from insights to action by providing
automated, real-time recommendations for
next-best-actions that service providers can
implement to proactively address issues and
improve the subscriber experience.
Justin van der Lande, Principal Analyst
at Analysys Mason, said: “Nokia CEI is a
second-generation solution that is able to
build a more accurate measurement of
customer experience with many more data
dimensions than before. These include data
from customer care, billing and the network
to give a comprehensive view of each
customer’s context and journey.
“This precise measurement of customer
experience enables service providers to
optimise the treatment and interaction they
create with each customer in real-time.”
Nokia Cognitive Analytics for Customer
Insight software is the most mature
solution for AI-driven actionable decision
making on the market. It’s a comprehensive
solution that collects real-time insights on
over 300 dimensions of the contextual
subscriber experience and customer
satisfaction across both fixed and mobile
networks. The software gives service
providers an unparalleled depth and
breadth of information to deliver a superior
customer experience. n
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