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Level up your customer experience: Why CSPs need to embrace AIOps


Keeping broadband customers happy isn't always easy. We've all been there – the spinning buffering wheel of doom, the dreaded "weak signal" notification, the endless hold times on customer service lines. These frustrations can lead to customer churn, something no Communication Service Provider (CSP) wants to experience.

The good news is that there are concrete ways to improve the customer experience (CX) and keep those subscriptions rolling in. Even small improvements in areas like speed and reliability can make a big difference in how happy your customers are, which translates to higher Net Promoter Scores (NPS) and less churn. Using AI in Operations (AIOps) will help a long way.

What is AIOps and why should CSPs care?

AIOps will optimize CSP operations and boost customer satisfaction. It uses artificial intelligence (AI) and machine learning (ML) to automate various tasks and gain valuable insights from your data. This translates into several key benefits:

  • Improved KPIs: AIOps can help you hit the performance targets you've been aiming for. By analyzing data, AIOps can identify and address issues before they become full-blown outages, leading to better first contact resolution (FCR) rates and reduced mean time to repair (MTTR). This means fewer frustrated customers waiting for a technician and lower operational expenses for you.

  • Actionable Insights: AIOps can sift through complex data models to uncover hidden relationships and patterns. This goldmine of information can then be fed into your existing operational support systems (OSS) to equip your customer care teams and even your customers with real-time information. Customers can proactively troubleshoot their connection based on insights that AI delivered.

  • Empowered Teams: AIOps doesn't replace your hard-working operations team, it augments them. AI assistants can take care of repetitive tasks, freeing up your team to focus on more complex issues and provide a more personalized service. This boost in productivity and efficiency translates to a better experience for everyone.

The business case for AIOps

Fujian Mobile (FJMCC) chose a combination of Nokia’s AIOps solutions to achieve the benefits listed above. The CSP’s implementation resulted in a 53.5 percent improvement in customer satisfaction scores along with a significant reduction in MTTR. And it's not just about happy customers; this CSP reported savings of over €6.5 million in network operations costs after adopting AIOps.

By leveraging insights from AI models, marketing and sales teams can target new services and devices to the right customers, further increasing revenue streams. Network operations teams can utilize the same data to streamline processes and reduce costs. It's a win-win for everyone.

The Road to AIOps Success

While some CSPs are experimenting and implementing AIOps, there's still potential to be unlocked. Here are a few key takeaways to guide you on your AIOps journey:

  • Customer Focus First: Never lose sight of the goal – a happy and loyal customer base. Prioritize reliable, high-speed broadband services that minimize the need for intervention.

  • Data is Paramount: CSPs are already collecting mountains of data; the key is to leverage it effectively. Identify the data sources that provide the most valuable insights for enhancing your fixed broadband CX initiatives.

  • Maintaining QoS: Quality of service (QoS) has always been a top priority for CSPs, and this remains true in the age of AIOps. As new applications like AR/VR and cloud gaming emerge, maintaining high QoS is not only crucial for customer satisfaction but also presents a potential revenue stream.

  • Learn from Others: Don't reinvent the wheel. Take inspiration from success stories like Fujian Mobile. Reviewing industry case studies can provide valuable lessons and a roadmap for your own AIOps implementation.

The future of broadband

By embracing AIOps, CSPs can move beyond reactive, siloed operations and transition to a proactive, preventive approach. This translates to a significant improvement in customer experience, increased customer loyalty, and ultimately, a healthier bottom line. So, are you ready to take your broadband offering to the next level? Start exploring the possibilities of AIOps and unlock the power of data-driven customer satisfaction.

Nabil Lahyani Hamidi

About Nabil Lahyani Hamidi

Nabil Lahyani Hamidi heads up Nokia CNS’ Analytics AI Applications business units, as well as the Analytics portfolio. He works closely with the Analytics VP to implement the new vision, focused on providing CSPs and enterprises with AI/ML - enabled analytics and democratizing data access.

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