Subtonomy is honored to be featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how AI is transforming customer experience (CX) and support in the telecom industry. As a leader in technical customer support tools, we are proud to contribute to this critical conversation. Our CEO, Andreas Jörbeck, shared insights into how Subtonomy’s machine learning (ML) driven platform is key in helping telecom operators manage customer support challenges and prevent churn.
SUBTONOMY'S SOLUTION:
Machine Learning at the heart of Customer Support
At the core of Subtonomy’s offering is a powerful ML-based platform. As highlighted in the report, our system processes and analyzes vast amounts of data in real-time, providing telecom operators with the insights needed to solve complex customer issues efficiently.
GenAI, when layered on top of our ML-powered platform, enhances this process further, enabling operators to offer personalized, context-aware customer support. However, all data collection, processing, and analysis take place within our core data platform — ensuring that GenAI is deployed strategically and effectively on a solid foundation, and that no sensitive data is shared.
CEO Andreas Jörbeck emphasized the importance of data-driven insights in the report noting that "less than 3% of affected customers contacted their service provider during a recent outage.” This statistic highlights the importance of proactive measures, powered by Subtonomy’s ML and AI capabilities, to detect customer dissatisfaction early and address it before churn occurs.
"less than 3% of affected customers contacted their service provider during a recent outage.”
GenAI adds an extra layer of Intelligence
While machine learning is the backbone of our solution, Subtonomy offers even more value by running Generative AI (GenAI) on top of it. Our platform’s robust data analysis capabilities allow operators to take advantage of the human-like conversation powered by GenAI, delivering seamless, personalized experiences for their customers. GenAI helps operators by providing real-time recommendations, automating responses, and enabling smart self-service options. This reduces strain on support agents, allowing them to focus on more complex customer issues.
Data processing and analysis
All data, structured and unstructured, is processed and analyzed in the Subtonomy platform. This ensures that telecom operators have a comprehensive understanding of their customers’ experiences, pain points, and needs. By leveraging machine learning models, Subtonomy provides actionable insights that operators can rely on to improve customer journeys and deliver proactive support.
The Future of AI in Telecom: Combining ML and GenAI
The TM Forum report emphasizes the necessity of blending AI with human expertise to improve telecom customer support. At Subtonomy, we understand that the future of telecom support lies in combining the strengths of ML and GenAI. Our solution allows operators to harness the power of data, automate routine tasks, and predict customer needs, all while maintaining human empathy and personalization.
We are proud to contribute to the TM Forum’s Humanizing AI report and to share how Subtonomy’s machine learning-driven platform, augmented by GenAI, is transforming customer support in the telecom industry. As AI continues to evolve, Subtonomy is committed to providing telecom operators with the tools they need to create effortless, efficient, and personalized customer experiences.
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