Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider ...
May 15 2017 - 3:01AM
- Evaluation with a major service provider shows new Nokia
Autonomous Customer Care, equipped with machine learning-powered
interactive care bots, predicts and resolves up to 70 percent of
residential service issues, like poor DSL or Wi-Fi
performance.
- New Nokia Cognitive Analytics for Crowd Insight taps machine
learning to track, analyze and understand crowd behavior, enabling
service providers to monetize their data and allowing retailers and
other market verticals to maximize customer opportunities.
- New Nokia Analytics Office Services suite provides deep domain
expertise to help service providers improve customer experience,
data monetization, service operation centers, data science and
network automation.
15 May 2017
Espoo, Finland - Nokia today unveiled new machine learning
capabilities and expertise to help service providers
strengthen the digital customer experience.
Designed to help service providers improve business processes
and deliver greater value to subscribers, Nokia's new solutions
include Nokia Autonomous Customer Care and Nokia Cognitive
Analytics for Crowd Insight software, and the Nokia Analytics
Office Services suite, each targeting high-growth segments of the
software and services market.
Bhaskar Gorti, president of Applications & Analytics at
Nokia, said: "As the next step in our strategy to build a
standalone software organization at scale, we are making major
investments in our software and service capabilities that will help
customers build strong digital businesses. We want to eliminate the
need for customer service calls by avoiding issues in the first
place. We also want to give service providers the ability to better
understand and contextualize consumer needs."
"Zero Touch" Nokia Autonomous Customer CareNokia
Autonomous Customer Care software targets the customer interaction
market, the fastest-growing sub-segment of customer care, forecast
to increase by nine percent a year to reach 1.486 billion USD in
sales by 20201, according to Analysys Mason. Available in Q3, Nokia
Autonomous Customer Care software provides customers deep machine
learning capabilities that help them resolve service-impacting
issues, before they ever happen.
Building upon Nokia's deep digital network and services
expertise, Nokia Autonomous Customer Care software offers
interactive care bots with natural language processing (NLP)
capabilities and Nokia Bell Labs machine learning algorithms. It is
the first autonomous care solution developed based on extensive
telecommunications industry experience and know-how.
Nokia Autonomous Customer Care has the capability to predict and
resolve service-impacting issues so that corrective actions happen
before they impact customers. It also interfaces with consumer
intelligent assistants, such as Apple Siri, Amazon Alexa, Microsoft
Cortana, and Facebook Messenger* and other popular social
platforms, allowing subscribers to use natural language and the
channel of their choice to troubleshoot and request services
without being put on hold.
Nokia Bell Labs reviewed the performance of Nokia Autonomous
Customer Care in a tier-one service provider network. It found that
the machine learning capabilities could predict and resolve up to
70 percent of residential issues that would lead to service
disruptions before the subscriber is ever aware of a problem. Other
Nokia data found the software could handle up to 80 percent of care
issues without customer support agent intervention when subscribers
use interactive bots, significantly reducing the number of help
desk calls, customer support requests and contact center
workloads.
Mark Mortensen, Research Director & BSS Practice Leader
at Analysys Mason, said: "As CSPs move forward in their journey
to become DSPs, they need to provide an enhanced, digitalized user
experience to consumers and businesses. These users are demanding
intelligent, personalized self-service from CSPs. Solutions such as
Nokia's Autonomous Customer Care have the potential to handle a
substantial volume of incoming customer calls as well as increase
self-service access to a wide range of options. Key to this
self-service revolution is machine learning coupled with natural
language user interfaces."
Nokia Cognitive Analytics for Crowd InsightPart of
Nokia's comprehensive Customer Experience Management (CEM)
portfolio, Nokia Cognitive Analytics for Crowd Insight is a new
software application using Nokia Bell Labs' machine learning
algorithms to track and analyze the aggregate movement of
subscribers using real-time network data instead of GPS or
application data. This allows for more frequent updates and larger
sample sizes to give precise, timely movement information, and can
leverage Nokia network analytics installed base in more than 200
customers. The software optimizes itself over time, continually
building a more accurate and complete profile of subscriber crowd
activity.
Nokia Cognitive Analytics for Crowd Insight opens additional
revenue streams by allowing service providers to operationalize
their data, such as helping retailers identify the best
high-traffic areas for new stores; allowing municipalities to
identify the optimal location for a bus stop; or helping
advertisers determine the appropriate content for digital
billboards based on subscriber travel patterns at any given period
in time. In a recent evaluation, one customer achieved a 40 percent
increase in shopping mall traffic from nearby neighborhoods due to
tailored campaigns based on Crowd Insight data. Nokia Cognitive
Analytics for Crowd Insight will be available in Q3.
Nokia Analytics Office ServicesAvailable today, the Nokia
Analytics Office Services suite addresses the growing need for
analytics experts, including data scientists, that are in short
supply. The analytics services market is growing at seven percent a
year and expected to reach 1.613 billion USD by 20202, according to
Analysys Mason. The comprehensive suite is designed to help service
providers understand how to use analytics to improve customer
experience, monetize services, run better Service Operations
Centers, tap into the expertise of world class data scientists and
automate their networks.
Nokia at TM Forum Live!
2017
Visit the Nokia booth at TM Forum Live! 2017 (Booth #300 - Level 3)
to learn more about these solutions. More information about Nokia
activities at TM Forum Live! is available on our website.
Resources:
- Website: Nokia Autonomous Customer Care
- Whitepaper: Artificial Intelligence: Changing the Fabric of
Customer Care
- Infographic: Nokia Autonomous Customer Care
- Website: Nokia Telecom Analytics
- Website: Nokia Cognitive Analytics for Crowd Insight
- Website: Nokia Analytics Office Services
- Whitepaper: Nokia Bell Labs Machine Learning
- Nokia at TM Forum Live!
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About Nokia
We create the technology to connect the world. Powered by the
research and innovation of Nokia Bell Labs, we serve communications
service providers, governments, large enterprises and consumers,
with the industry's most complete, end-to-end portfolio of
products, services and licensing.
From the enabling infrastructure for 5G and the Internet of
Things, to emerging applications in virtual reality and digital
health, we are shaping the future of technology to transform the
human experience. nokia.com
1 Atul Arora and Mark Mortensen. Customer Care Systems:
Worldwide Forecast 2016-2020. Analysys Mason 2016.2 Justin Van Der
Lande. Analytics Software Systems: Worldwide Forecast 2016-2020.
Analysys Mason.
* Apple Siri, Amazon Alexa, Microsoft Cortana and Facebook
Messenger are trademarks or registered trademarks of their
respective owner.
Media Enquiries: George Millington Nokia Applications
& Analytics communications Phone: +1 925-683-5471
Email: george.millington@nokia.com
Nokia Communications Phone: +358 10 448 4900
Email: press.services@nokia.com
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