As with many industries, AI has the potential to radically transform the Telecommunications and ISP sectors. Since much of the business is digital, AI can have a larger impact in this sector than many others.
AI in telecoms could help:
Given the sectorial challenges around profitability, AI represents a great opportunity to radically reduce costs and increase revenue.
Initial efforts have often gone into customer contact centres and trying to offload as much as possible to intelligent chatbots and so on. Customer care is a significant cost centre for ISPs, so this makes a lot of sense. By using AI, interactions can become more useful and cover more areas, eliminating the need for human interactions.
Another huge cost centre for ISPs is of course Churn. We discussed how Sandvine can help with Churn prediction in this article. For this, AI efforts today are generally focused on using three datasets:
Operators are investigating how to use AI to try to deduce broadband service quality from these three datasets.
Whilst deliberately provocative, it is an absolute truth that AI is only as intelligent as the data it is trained with.
Network KPIs can be misleading due to their accuracy. Typically, routers and other network elements are not designed to give KPIs capable to deduce the user experience. Their KPIs are based on network operational needs. Throughput may be sampled over a number of seconds for example. This is fine for operations, but almost useless to understand the user experience.
NPS feedback and analysing customer contact is all too late and opinion based, making proactive or near real time use cases very difficult.
Sandvine brings new visibility of the User Experience, as discussed on this page. A simple 1-5 MOS style measurement is provided for almost every user connection. This can give a comprehensive picture of the overall User Experience an individual mobile user or household is receiving.
In addition to the user experience, Sandvine gives unprecedented visibility of application usage patterns at an individual household or mobile user level. This in turn allows for a deep understanding of your customers preferences – gold dust for marketing teams.
Fact based, real-time and historical user experience data
Sandvine’s long term dataset allows for trend analysis, giving AI the ability to:
With a real-time feed, AI can use Sandvine data to:
Sandvine insights dataset is accessible via ODBC or Kafka, depending on the use case.
Sandvine’s dataset can be a critical component in an ISP’s AI efforts. Sandvine’s App QoE data gives the most granular user experience scoring data AND visibility of application usage. This can drive ARPU increases and cost reductions.
Sandvine has always had industry leading data. Now combined with AI powered analysis, the full power can finally be unleashed.
If you’re interested in learning more about our data, contact us.