In our previous posts on AI / ML in customer service we looked at how it is being used to remove the frustration of queuing and to shift the dial towards more proactive, empathetic service while simultaneously reducing the stress on call center agents.
But how is Subtonomy using AI / ML to boost call center performance today, and to support the next generation of intelligent self-service?
How Subtonomy is using AI & ML to boost call center performance
Subtonomy’s Data Platform aggregates data from diverse telecoms sources – such as passive probes, BSS & OSS, cells, CRMs, devices and more. We display this service status picture along with associated alarms, trouble-tickets and actions taken by the customer, such as troubleshooting in self-service channels and internet speed test results. This enables us to provide a real-time, individualized 360° view of customer experience, revolutionizing the approach to technical support.
All data is processed in real-time and machine learning is used to detect deviations in service performance. We also show historic data to help identify if the same issues have occurred previously, or to understand the customer’s total experience.
The support agent gets a pre-analyzed picture of the customer in just 3 seconds. All the information is available in one complete view, with color coded results and next-best-actions. This empowers agents to provide an empathic service experience, as they’re able to fully understand all the problems a customer has encountered to date.
How Subtonomy is using AI / ML to create more intelligent chatbots
Most people have experienced chatbot frustration - where they’ve found themselves in endless loops without being provided with either a solution or connection to a human.
While legacy, rule-based chatbots have been a staple of self-service for many years, they have fuelled customer frustration because they follow predefined scripts and have pre-set responses, which means they’re only able to answer a limited set of questions, are impersonal and inflexible.
In contrast, intelligent chatbots use AI / ML to understand customer intent (why they’re calling) and context, enabling them to engage in more human-like and meaningful conversations. This ensures they’re delivering a more personalized, context-aware response to customer inquiries and means they can handle a much wider range of issues satisfactorily. They do this by leveraging Large Language Models such as ChatGPT and by continuously learning from interactions and data.
Subtonomy combines the intelligence used in the Subtonomy Machine Learning platform with the capabilities of OpenAI’s GPT-4 to deliver more personalized, contextual and data-driven responses to customer inquiries.
Watch how we do it step-by-step!
When a customer experiences problems with their video streaming, for example, the intelligent chatbot looks up the required and pre-analyzed information in the Subtonomy platform, and informs the customer that this is because their 5G-FWA connection is attached to a congested cell that is slowing video throughput.
The chatbot can even go a step further and help the customer adjust their outdoor unit through self-service and connect to the correct cell, or can seamlessly transfer them to a support agent for additional help, with no need to repeat any information.
Either way, by helping understand the problem and diagnose the issue causing it, problem resolution is accelerated.
Importantly, all data collection, processing, and analysis take place within Subtonomy’s core data platform — ensuring that GenAI is deployed strategically and effectively on a solid foundation, and that no sensitive data is exposed. This ensures that all regulatory requirements are met and best practice security measures are adhered to. (Subtonomy is fully ISO 27001:2013 certified see here for more information.)
Subtonomy’s solution combines the strengths of ML and GenAI, harnessing the power of data, automating routine tasks, and predicting customer needs – freeing up human staff to deliver empathy, accurate personalization, creative problem solving and engagement that builds trust and loyalty.
Subtonomy’s machine learning-driven platform, augmented by GenAI, is already delivering the tools operators need to transform technical customer support in the telecom industry. As AI continues to evolve, we’ve also committed to evolving our tools to empower operators to deliver the effortless, efficient, and personalized support customers now expect.