Site maintenance related
Detecting when a site maintenance activity is the cause of the customer’s degraded experience
First-call resolution (FCR) is a key contributor to customer satisfaction and Net Promoter Score, which are key to reducing customer churn.
It takes a highly specialized work force to root-cause customer complaints, and this is specially challenging when working with multiple teams with different levels of expertise and focus.
Not resolving the customer problem while on call, reducing NPS and customer satisfaction.
Slow and poor customer interactions, affecting customer sentiment, and increasing call center costs.
With the complexity and variety of technical problems, your customers may require going through several levels of escalations and call multiple times into care to have their issue resolved.
A low first call resolution rate puts a burden on customer care with additional customer calls.
Multiple escalations to the tier 2 care team resulting in additional inefficiencies and added costs.
When your customers come to your retail stores to get information about problems with their service, they may come out without their issue being addressed.
Customers will get frustrated and lose trust in your brand if your retail employees are not able to address their technical problems.
Your retail store employees cannot help customers with service issues because they lack the technical knowledge and tools to address it.
Tupl AI Care NOW improves First Call Resolution by enabling care agents to provide a simple response to customers for a complex network issue
+5%
First Call Resolution
90%
Ticket reduction
+10%
Device upselling
100%
Consistency
Prompts first line employee with information during the first customer call or visit to the store.
The system analyzes the customer’s recent activity and within 50 seconds provides the L1 & store personnel with a root cause and potential resolution.
Get started and request a demo to learn how AI Care NOW can help you.
Detecting when a site maintenance activity is the cause of the customer’s degraded experience
Detection of continuous connection jumps from one site to another pointing to a coverage or site issue
Problems caused by chronic degradation of site KPIs or Alarms causing performance issues for customers
Detecting if customer should be covered by more advanced technologies (4G, 5G) but stuck in old technologies (2G, 3G)
Identify coverage holes on all technology bands based on customer location
Problems caused by incorrect setup or connection failures of indoor devices (e.g., femtocell)
Incorrect provisioning creates conflicts between nodes, devices, billing etc., causing service's failure
Idle profile when disabling accounts could cause unnecessary usage of resources and potential conflicting provisioning issues
Missing required configurations in customer profile for a service that they should have available causing a specific service not to work
Accounts that should be temporarily disabled due to payment issues were not properly changed in downstream systems causing revenue holes
An incorrect service restriction has been set up for the customer, limiting their ability to make calls or send messages
An application used for messaging has been installed by the customer causing the stock messaging app not to be able to send messages
A device lacks the bands that the operator needs for optimal service
Below you will find answers to the most common questions about AI Care NOW.
Tupl AI Care NOW reduces the customer service team workload, quickly identifying & resolving end-customer issues by integrating with network and subscriber data.
Tupl AI Care NOW uses all relevant Network and Customer data to find the most likely root cause of the customer problem and provides recommendations in natural language to Customer Service agents and Network Operations & Engineers.
The AI Engine correlates data from multiple sources to automate the detection, troubleshooting and action recommendations for customer incidents.
AI Care NOW SaaS is delivered in cloud service (e.g. AWS, Azure, etc.) and can also be deployed on-premises, in your private cloud or data center.
It is easy and quick to get started, fit for a faster procurement process, with a functional solution in operation within 2-3 weeks.
Monthly subscription. No strings attached. Stop at any time.
The more relevant data sources are used, the higher the accuracy. Our algorithms, verified by our customers' engineers, have reached over 90% accuracy.
Most of the project time is typically spent in arranging access from various sources. The integration and validation of functionality takes only between one and two months. Not your typical telecom timelines...
Yes. In fact, algorithms are designed so that we can use what is available, and additional data sources just increase the granularity of the prescriptive analytics automation. Some data sources are mandatory for obvious reasons, such as: tickets, KPIs, topology data.
AI Care NOW is directly handling technical customer complaints, mainly related to engineering localized issues, which could be related to the network (e.g. faults, congestion), the location (e.g. coverage) or the handset equipment.
Get started and request a demo to learn how AI Care NOW can help you.
