Solutions
AI Care
Reacting much quicker to Customers' issues.
Even before they complain.
Are you reacting to customers'
problems quickly and before they
complain?
Triaging and troubleshooting service-impacting customer issues takes a long time in manual repetitive tasks. Only 1 in 20 displeased customers voice their frustrations while others present a high risk of churning.
Are you finding the underlying causes to customer issues?
- Lack of consistency due to team focus
- Reduced accuracy due to knowledge segmentation
Are you missing too many customers' issues?
- Easily missed customer issues
- Higher risk of customer dissatisfaction
Are you spending too much in care operations resources?
- High cost on customer care and technical support teams
- Long delay on handling customer issues
AI Care increases your customer
satisfaction by reacting quicker
and even before customers
complain
What benefits can you
expect from AI Care?
Automatic ticket resolution
For categories of issues where AI Care gets high confidence, automatic actions can be directly triggered to resolve customer issues in closed loop, driving extra fast and zero-touch response to detected problems.
- Automatic problem identification, root causing and routing of technical customer complaints.
- Recommendations can be used by technicians in open loop.
Proactive issue resolution
- Automatic detecting and root causing customer problems by monitoring suspicious patterns from system logs.
- Virtual tickets are created for reporting, analysis, and tracking purposes.
Get a demo of AI Care today
Get started and request a demo to learn how AI Care can help you.
Use cases
Site maintenance related
Detecting when a site maintenance activity is the cause of the customer’s degraded experience
Mobility problem
Detection of continuous connection jumps from one site to another pointing to a coverage or site issue
Site performance issue
Problems caused by chronic degradation of site KPIs or Alarms causing performance issues for customers
Leakage problem
Detecting if customer should be covered by more advanced technologies (4G, 5G) but stuck in old technologies (2G, 3G)
Coverage problem
Identify coverage holes on all technology bands based on customer location
Indoor device issue
Problems caused by incorrect setup or connection failures of indoor devices (e.g., femtocell)
Provisioning conflict
Incorrect provisioning creates conflicts between nodes, devices, billing etc., causing service’s failure
Idle profile
Idle profile when disabling accounts could cause unnecessary usage of resources and potential conflicting provisioning issues
Missing service
Missing required configurations in customer profile for a service that they should have available causing a specific service not to work
Revenue holes
Accounts that should be temporarily disabled due to payment issues were not properly changed in downstream systems causing revenue holes
Restricted services
An incorrect service restriction has been set up for the customer, limiting their ability to make calls or send messages
Application installed in device causing service problem
An application used for messaging has been installed by the customer causing the stock messaging app not to be able to send messages
Device missing bands that provide better coverage/service
A device lacks the bands that the operator needs for optimal service
Frequently Asked Questions
Below you will find answers to the most common questions about AI Care.
How does AI Care work?
Tupl AI Care reduces the customer service team workload, quickly identifying & resolving end-customer issues by integrating with network and subscriber data.
Tupl AI Care uses all relevant Network and Customer data to find the most likely root cause of the customer problem and provides recommendations in natural language to Customer Service agents and Network Operations & Engineers.
The AI Engine correlates data from multiple sources to automate the detection, troubleshooting and action recommendations for customer incidents.
How does Proactive AI Care work?
Tupl’s Proactive AI Care solution monitors the subscriber’s experience in near real-time to detect service impacting issues. When an issue is detected, it creates a virtual ticket and, when possible, resolves the issue.
When the issue cannot be resolved immediately, virtual tickets with automated troubleshooting and action recommendations are forwarded to engineers for final decisions.
How does Tupl SaaS work?
Proactive AI Care SaaS is delivered in cloud service (e.g. AWS, Azure, etc.) and can also be deployed on-premises, in your private cloud or data center.
It is easy and quick to get started, fit for a faster procurement process, with a functional solution in operation within 2-3 weeks.
Monthly subscription. No strings attached. Stop at any time.
How accurate is your prescriptive analytics and closed loop automation?
The more relevant data sources are used, the higher the accuracy. Our algorithms, verified by our customers’ engineers, have reached over 90% accuracy.
How about project complexity?
Most of the project time is typically spent in arranging access from various sources. The integration and validation of functionality takes only between one and two months. Not your typical telecom timelines…
Will AI Care work with subset of the feeds?
Yes. In fact, algorithms are designed so that we can use what is available, and additional data sources just increase the granularity of the prescriptive analytics automation. Some data sources are mandatory for obvious reasons, such as: tickets, KPIs, topology data.
What type of customer issues is AI Care addressing?
AI Care is directly handling technical customer complaints, mainly related to engineering localized issues, which could be related to the network (e.g. faults, congestion), the location (e.g. coverage) or the handset equipment.