Nokia launches new customer experience-centric AI analytics software

By Jonathan Dyble
Leading Finnish telecommunications company Nokia has announced that it has bolstered its Customer Experience Index (CEI) with the unveiling of its lates...

Leading Finnish telecommunications company Nokia has announced that it has bolstered its Customer Experience Index (CEI) with the unveiling of its latest Cognitive Analytics for Customer Insight software.

Using machine learning and intelligent automation, the software will be able to provide transformational real time and personalized consumer experiences to business, IT and engineering companies.

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“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,” Nokia explains.

“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.”

This will allow service providers to quickly identify issues, up to six times faster, and in turn prioritize improvements based on their unique circumstances, better delivering revenue-generating services.

“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.”

The latest Nokia Cognitive Analytics for Customer Insight software is expected to be available in Q3 2018.

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