Within the period of velocity and consistency, many service suppliers within the connectedness business take care of a major variety of calls associated to community outages. Their lack of ability to foretell these outages and proactively notify the shopper leads to buyer dissatisfaction.
Proactive outage notifications, if not triggered shortly, have a cascading impression:
- Enormous name spike involved middle will increase buyer wait-time
- Buyer dissatisfaction decreases NPS scores
- OpEx rises for the contact middle
- Reputational loss will increase the switching propensity of shoppers
To beat these challenges and enhance NPS, service suppliers should auto-identify the outages, and schedule notifications proactively. They want an clever central platform able to orchestrating seamless conversations between the contact middle and prospects. That is established by implementing a “Two-way conversational Framework”. The steps concerned are:
Step 1: Auto-identification of outage data
Construct a unified outage monitoring dashboard to seize and categorize related outages. That is achieved as proven:
Determine 1: Auto-identification of outage data
- Construct an Outage Monitoring Dashboard: This answer pulls outage data capturing the node/machine particulars from varied monitoring methods
- Extract knowledge from the Outage Monitoring Dashboard: RPA BOT fetches particulars of the impacted nodes from the Outage Monitoring Dashboard
- Replace knowledge to the outage database: RPA BOT updates the extracted particulars into the database the place they are often validated, scheduled, monitored, and notified to the shoppers
Step 2: Schedule Notification
Carry out automated validation of outages with the next entities:
Outage Database
- Use the RPA BOT to watch and seize the Impacted Node ID/Machine identify within the outage database
- Validate the extracted data based mostly on outlined standards utilizing RPA BOT
- Leverage the extraction BOT to replace the database and notify the Notification BOT
- Fetch the required particulars from the outage database utilizing the Notification BOT to proceed additional
CRM Database
Leverage RPA BOT to fetch buyer contact particulars from the CRM database based mostly on extra data extracted from the Monitoring instrument like Buyer Title, Buyer Contact Quantity
Discipline Technicians
Validate the outages by sending notifications to the related stakeholder and getting a affirmation, for instance, confirming an outage with a technician from a specific area.
Put up validation, use the RPA scheduler to prepare and assign RPA BOTs to inform the impacted prospects based mostly on the Expertise (Copper, Fiber, Cable), Affect frequency, and Geographical location.
Configure RPA BOT to set off communications as under:
- Outage Notification – Ship the notification as soon as the service interruption is recognized
- Replace Notification – Ship the notification based mostly on the Estimated time to resolve (ETR) supplied by the upkeep workforce
- Decision Notification – Ship the notification when the service is up
The diagram depicts the LivePerson conversational AI engine used to schedule notifications to prospects.
Determine 2: Scheduling notifications utilizing LivePerson
Step 3: Notify and have interaction with prospects utilizing a conversational AI BOT
Combine RPA BOT with the conversational AI engine to ship notifications to prospects after the outage has been recognized. It offers seamless updates to the tip prospects on the service interruption and determination standing. The bot can carry out two-way conversations if the shopper has extra queries utilizing conversational AI.
Determine 3: Illustration of to-and-fro communication between Conversational AI Bot and buyer throughout community outages
The conversational AI bot handles all easy and customary queries raised by prospects like billing and many others. For extra advanced questions, e.g., associated to community points, the Dialog AI Bot seamlessly transfers the question to a Reside Agent with out impacting the buyer chat expertise.
Suggestion: Develop a conversational BOT utilizing instruments like Google CX/Dialog stream CX/IMB Watson/LivePerson to ship notifications.
In conclusion
With the profitable implementation of the clever community outage prediction and two-way conversational AI framework, service suppliers within the connectedness business can obtain the next advantages:
- 54% discount in calls associated to outages
- 25% discount in the price of the operations
- Enhance agent productiveness
- Enchancment in NPS
I respect the efforts of my colleagues Munendra S, Karthick J, Manikandan R, Venkatesh P, and Deesha Chaware for his or her contributions and steady help in compiling this text.
By Ramanan GV
Director – Supply, Prodapt Options
Ramanan has 20+ years of expertise in IT/ITES/Telecom Trade. His experience spans Robotic Course of Automation (RPA), Enterprise Course of Administration and Voice Course of optimization. Over the past 2 years, he has applied 100+ Bots throughout O2A processes utilizing a number of automation platforms to allow Digital Service Suppliers (DSPs) of their Digital journey. He’s at the moment specializing in constructing and managing hybrid automation framework utilizing RPA for enterprise processes.
Prodapt is a number one digital transformation accomplice enabling DSPs in technique, execution & sustenance, and delivering enterprise outcomes over the previous decade. Shoppers have interaction with Prodapt for his or her deep area experience in DSP vertical and hands-on execution expertise of advanced end-to-end transformation packages. The world’s main wireline, wi-fi and broadband operators belief Prodapt as their accomplice of alternative for his or her progress initiatives and to energy their transformation packages.
