Nokia updates Cognitive Analytics to improve customer experience with AI

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Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, which it says provides powerful new AI-based capabilities to its Customer Experience Index (CEI) so organizations can consistently deliver a better real-time and personalized customer experience. 

Nokia Cognitive Analytics provides a holistic, real-time view of the customer experience to help service providers quickly identify issues and prioritize improvements based on their customer and business impact. Nokia’s Customer Experience Index (CEI) correlates information from the network, devices, customer care, billing and other sources with satisfaction surveys like the Net Promoter Score to produce a customer-specific score that tracks service performance and subscriber satisfaction.

In the latest Cognitive Analytics release, Nokia CEI now taps advanced machine learning and deep learning algorithms co-developed with Nokia Bell Labs to provide new levels of prediction and automation capabilities to improve the subscriber experience. The algorithms optimize themselves over time, decreasing the time required for the initial tuning of the index from months to days, and delivering a far more accurate view of subscriber satisfaction.

As a result, service providers can take actions based on CEI insights and predictions six times faster to address service issues and deliver better revenue-generating services based on subscriber needs and preferences.

The latest version of the Nokia CEI also adds integration with Nokia Fastermind, which leverages machine learning to extract value from customer analytics data for real-time decisioning (RTD). The integration closes the loop from insights to action by providing automated, real-time recommendations for next-best-actions that service providers can implement to proactively address issues and improve the subscriber experience.

“Service providers need to put the customer experience at the heart of their businesses and engage with customers in ‘digital time’ – identifying their needs, solving problems and delivering the right service through the right channel the moment they need it,” said Niilo Fredrikson head of Digital Intelligence at Nokia Software. “Our new Cognitive Analytics solution takes it a step further, harnessing AI, Nokia’s deep domain expertise and the Fastermind actionable software to anticipate subscriber needs and problems before they happen, and deliver recommendations that service providers can act upon before the customer is even aware of it. This leads to happier customers, less churn and, ultimately, higher revenues.”

The new Nokia Cognitive Analytics software is expected to be available beginning in Q3 2018.

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