Subtonomy Blog

To build an AI that actually works, we must understand the drivers of customer loyalty. Our own market research, The State of Mobile & Broadband Customer Support, reveals a clear trend.

In the telecom industry, the "escalation" is often viewed as a necessary safety net, a way to ensure complex technical issues reach the right hands. But from a performance and profitability perspective, every escalation is a failure of the first line to resolve an issue. It’s not just a transfer of a call; it’s a massive multiplication of cost, a spike in customer effort, and a drain on your most expensive technical resources.

In an era where "digital transformation" tops every boardroom agenda, we are seeing a paradoxical trend: customer service departments, especially in complex industries like telecom, are more overwhelmed than ever. Despite massive investments in chatbots and knowledge bases, the phones keep ringing with the same exhausting questions.

Unlocking this vision of customer care – one that is customer-centric, technologically advanced and which enhances satisfaction and loyalty – relies on really understanding the customer and what they’re experiencing.

Executive Summary: key takeaways for telecom leaders The execution gap: The barrier to agentic AI isn't ambition, but execution. Most operators lack the data infrastructure and governance to scale effectively. The cost of inaction: With $90 billion spent annually by CSPs on customer experience labor, the incentive to use AI is huge. CSPs that actively track AI’s impact report an average 8% improvement in customer satisfaction, proving the value for those who get the data fo

Many customers fear that GenAI will simply become another obstacle between them and an agent. In fact, research by the Harvard Business School has shown that 30-50 per cent of people are willing to wait hours for a human to respond to their problem, rather than receive an instantly generated AI response.

From reactive crisis centers to proactive relationship hubs In the past, the majority of customer support resources in telecoms were dedicated to handling inbound inquiries – whether these were complaints, requests for support, informational or educational requirements, or sales inquiries. Telecom call centers were reactive, crisis management centers, which were viewed as a cost center and whose main KPIs therefore centered around operational performance (answering calls as q

A recent article by Analysys Mason highlighted the emergence of customer experience index (CEI) as a measure. Older measures of customer satisfaction (such as NPS) are limited in their accuracy and usefulness. Such methods offer static snapshots of experience which don’t relate to satisfaction, help CSPs understand what is influencing the score, or reveal what can be done to change it. The Power of CEI CEI has emerged as a more dynamic way of measuring experience that is gra

In today’s hyper-competitive telecom market, customer experience (CX) is the battleground. Yet many support teams are held back by siloed...

As 2024 draws to a close, Subtonomy’s experts got together to predict the next key trends likely to shape the telecoms customer support mark

Subtonomy is featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how

Discover 5 ways how to address silent customers to improve customer engagement and 5G support experience

Telecom operators must shift from a culture of apologies to one of action.

Interactive Voice Response (IVR) systems have long been a staple of telecom customer support, designed to streamline calls and direct...

The most frustrating part of the care experience is waiting in the support queue. 29% are unwilling to wait longer than 5 minutes for help.

With the switch to human-centric telecoms, this article explores the benefits of empowering your customer service reps with the right tools.

For FWA to work as expected by customers, a level of insight that many service providers haven’t traditionally had is necessary.

The TM Forum recently published a report on utilizing AI in telecoms customer service. Subtonomy’s Tina Rosen caught up with the author,...

Andreas Jörbeck, CEO of Subtonomy, shared his insights on revolutionizing telecom customer support at MWC2023 in Barcelona.

Subtonomy Broadens Support-Announces General Availability of its Network Experience Platform for Broadband and Gigabit Fiber Networks