Nokia adds machine learning capabilities to its customer experience solutions portfolio

BANGALORE, INDIA: Nokia has announced major updates to its Motive Customer eXperience Solutions (CXS) software portfolio, providing communications service providers with advanced machine learning capabilities to reduce costs and improve customer experiences.

With support for machine learning in its CXS portfolio, Nokia aims to set a new standard for proactive care in the industry, dramatically improving the detection, troubleshooting and resolution of subscriber issues.

Nokia Motive Service Management Platform (SMP) 7.0 and Motive Care Analytics (CAL) 2.0 use machine-learning algorithms developed by Nokia Bell labs - advanced capabilities that give computers the ability to learn without being explicitly programmed.

Nokia Motive SMP 7.0 features Dynamic Intelligent Workflows, a new self-optimizing system that determines the ideal sequence of tasks that deliver the highest probability of resolving billing, subscription and network service issues in the shortest amount of time. By analyzing data from previous workflow executions, the network, customer premises equipment, and trouble tickets, this capability enables service providers to quickly find the optimal remediation to issues when subscribers contact help desk agents or use self-care.

Nokia Motive CAL 2.0 is the first solution of its kind that automatically correlates customer help desk calls and self-care actions with network, service and third-party application topologies to identify call anomalies, such as unusual patterns in help desk calls that indicate the location of customer-impacting network and service issues. Once anomalies are identified, Motive CAL initiates actions through Motive SMP to resolve service disruptions and other issues before they become widespread problems, triggering call deflection to IVR systems and OSS alarm correlation for rapid fault localization and identification.

Together, Motive SMP 7.0 and Motive CAL 2.0 help service providers lower costs by reducing average help desk handling times 5 to 15 percent and eliminating inappropriate truck rolls (dispatching a service technician to a customer location) related to network outages by as much as 90 percent. They also enable service providers to improve customer satisfaction and reduce churn by eliminating 85 percent of outage-related help desk calls.

Bhaskar Gorti, president of Applications & Analytics at Nokia, said: "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 Nokiasolutions reduce IT and care costs, and result in happier, more loyal customers."