9 | O2 powers customer-centric network with Nokia AI (簡訳:O2がNokia AIで顧客中心のネットワークを強化) | ----------- | |
ComputerWeekly.com | 2019-01-15 23:50 | ????0? | |
“We provide service to all of our customers 24/7, 365 days a year, and it’s in those moments of truth that the service becomes really important – you realise the effect connectivity has on you when it’s really important, and what the SOC will allow us to do is continue that journey of customer-centricity. Fundamentally, the SOC platform works by taking data points from multiple sources, such as the network itself, the customer experience platform, the billing platform and even social media sentiment, and crunching this through a mediation platform that renders the data into the same “language” that the operator can use to draw better conclusions and automate decisions about how to remediate problems, in time before they even occur, or to otherwise control how customers experience the network.“It will allow us to look at new tools and new metrics – we’ve been working on network customer experience [NCX] as an individual metric for each of our customers on how the network reacts for them but also how they feel about the network, because how we feel about the network is a direct link to how we feel about the service, and it’s just as important as the actual service that we get.However, some service problems on the network from time-to-time are inevitable, and referring to the December 2018 outage that downed O2’s entire network for 24 hours, O’Reilly said the SOC would not have prevented the extended downtime – and he did not expect it to prevent future outages – but that it might mitigate the effects of these when they inevitably occur. -- ???????? | |||
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