Nokia Bolsters Software Offering With Increased Intelligence
ESPOO, Finland -- Nokia today unveiled new machine learning capabilities and expertise to help service providers strengthen the digital customer experience.
Designed to help service providers improve business processes and deliver greater value to subscribers, Nokia's new solutions include Nokia Autonomous Customer Care and Nokia Cognitive Analytics for Crowd Insight software, and the Nokia Analytics Office Services suite, each targeting high-growth segments of the software and services market.
Bhaskar Gorti, president of Applications & Analytics at Nokia, said: "As the next step in our strategy to build a standalone software organization at scale, we are making major investments in our software and service capabilities that will help customers build strong digital businesses. We want to eliminate the need for customer service calls by avoiding issues in the first place. We also want to give service providers the ability to better understand and contextualize consumer needs."
"Zero Touch" Nokia Autonomous Customer Care
Nokia Autonomous Customer Care software targets the customer interaction market, the fastest-growing sub-segment of customer care, forecast to increase by nine percent a year to reach 1.486 billion USD in sales by 20201, according to Analysys Mason. Available in Q3, Nokia Autonomous Customer Care software provides customers deep machine learning capabilities that help them resolve service-impacting issues, before they ever happen.
Building upon Nokia's deep digital network and services expertise, Nokia Autonomous Customer Care software offers interactive care bots with natural language processing (NLP) capabilities and Nokia Bell Labs machine learning algorithms. It is the first autonomous care solution developed based on extensive telecommunications industry experience and know-how.
Nokia Autonomous Customer Care has the capability to predict and resolve service-impacting issues so that corrective actions happen before they impact customers. It also interfaces with consumer intelligent assistants, such as Apple Siri, Amazon Alexa, Microsoft Cortana, and Facebook Messenger* and other popular social platforms, allowing subscribers to use natural language and the channel of their choice to troubleshoot and request services without being put on hold.
Nokia Bell Labs reviewed the performance of Nokia Autonomous Customer Care in a tier-one service provider network. It found that the machine learning capabilities could predict and resolve up to 70 percent of residential issues that would lead to service disruptions before the subscriber is ever aware of a problem. Other Nokia data found the software could handle up to 80 percent of care issues without customer support agent intervention when subscribers use interactive bots, significantly reducing the number of help desk calls, customer support requests and contact center workloads.
Nokia Corp. (NYSE: NOK)