Providing a positive internet experience to 100’s of millions of subscribers around the world is a daunting task. Internet Service Providers (ISPs) combine DSL, Fiber, and Wi-Fi technologies with the goal of delivering reliably fast internet service. But, when something goes wrong, unhappy subscribers require fast and efficient attention to get them back on-line quickly. If proper care is not given, a frustrated subscriber is likely to churn to a competing service.
ISPs know they need visibility into how their network is operating. It’s the only way to identify and solve issues. Network management tools are deployed to collect, analyze, and correlate terabytes of data on network health, but when an unhappy subscriber is on the phone, a customer care agent only wants to know “What is my Next Best Action?” They need to decide, what is the one thing they should do right now to give them the best chance of getting their unhappy subscriber back on-line. Traditional network management solutions present page after page of technical diagnostics. What’s needed is an expert system that quickly processes all available information and comes up with a simple, actionable, next step. ASSIA’s expert system to deliver the Next Best Action is ClearViewâ.
Understand the Decision Process
ASSIA has been deploying network management tools for 10+ years. In ASSIA’s experience, customer care tools need a customized fit into the care operation already in place. Without understanding how a customer care operation works, a good tool – more often than not – has no impact. That’s why ASSIA works with ISPs to diagram the decision flow used in their care operations. Using data on call rates, call reasons, actions taken, and finally outcomes, ASSIA analyzes customer care processes and builds a statistical model around how a customer care operation works. We combine this model with the KPI goals of the ISP. Is the goal to increase subscriber satisfaction, reduce operating expense, reduce repeat calls, or impact subscriber churn? With all this information, ASSIA deploys a customized ClearView® expert system to provide the Next Best Action and improve the KPIs.
The ClearView® Approach
After modeling the customer care process, ASSIA finds the important decision points in the call center and field operations customer care flow. These are the decision points that have an important cost/benefit impact on call center KPIs. The ClearView® system is deployed to deliver the Next Best Action to care agents and field technicians at these points. ClearView® relies on technical data and diagnostics about DSL, Fiber, and Wi-Fi connections, but it can also consider information about the subscriber, the service plans they have purchased, their service history, and a host of other pieces of information. The Next Best Action is chosen from a predefined set of things that care agents or technicians have been trained to do. Furthermore, a great recommendation is no good if it’s not used. ClearView® can monitor for compliance in taking the Next Best Action as sometimes the issue is not that the right action is unknown, it’s just that the right action was not taken.
Machine Learning for Even Better Results
Once ClearView® is deployed, that’s not the end of the story, and it’s not the limit of the benefits. ClearView® continues to analyze its decisions and can optimize its decision process using unsupervised statistical techniques or (with outcome data from the ISP) supervised learning techniques. The more information exposed to ClearView® and the longer the system is in use, the better the results.
ClearView® has been deployed at ISPs worldwide and provides a variety of benefits today including
- Reduced call handle times and dispatch durations
- Reduced no-trouble-found dispatches (dispatches where the technician did not find an issue)
- Reduced repeat calls and dispatches through verifying the fix after the first dispatch
- Efficient filtering of dispatch tickets
- Proactive network rehab to offer higher grades of service
- Churn reduction through proactive dispatch