Sunday, November 20, 2016

Nokia Brings Machine Learning to its Motive Customer Care

Nokia is adding advanced machine learning capabilities to its Motive Customer eXperience Solutions (CXS) software portfolio, providing communications service providers with smarter tools to reduce costs and improve customer experiences.

Specifically, Nokia Motive Service Management Platform (SMP) 7.0 and Motive Care Analytics (CAL) 2.0 use machine-learning algorithms developed by Nokia Bell labs - advanced capabilities that give computers the ability to learn without being explicitly programmed.

Nokia said it aims to set a new standard for proactive care in the industry, dramatically improving the detection, troubleshooting and resolution of subscriber issues.

"Service disruptions are often hard to identify because they happen in the access network, on customer equipment or on customers' devices. Traditional customer care may only address a small part of a larger problem and the time-consuming, step-by-step troubleshooting process can lead to customer frustration and the risk of lost business. By providing the earliest possible detection of network issues and streamlining help desk and self-care interactions, these new Nokia solutions reduce IT and care costs, and result in happier, more loyal customers," stated Bhaskar Gorti, president of Applications & Analytics at Nokia