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This Catalyst defines a Customer Experience Index and demonstrates how communications service providers (CSPs) can improve customer experience in zero-touch, customer-centric 5G networks, while reducing churn and improving cost efficiency.
The project combines Artificial Intelligence (AI), data insights and automation techniques to help CSPs design, plan, optimize and operate network and IT infrastructure to improve customer experience. A closed-loop network reconfigures as needed using AI algorithms.
A key element of the project is the definition of a Customer Experience Index analytic model that correlates customers’ key performance indicators (KPIs) with satisfaction and provides CSPs a way to measure customer experience. Once the Index is defined, CSPs can apply zero-touch actions in the network to assure customer experience.
To continuously deliver the best service quality for customers, CSPs need to predict network performance and its impact on customer experience and implement zero-touch operations. This requires new network analytics tools, real-time service assurance and ultra-fast big data processing.