& cplSiteName &

Nokia Bolsters Software Offering With Increased Intelligence

Light Reading
News Wire Feed
Light Reading
5/15/2017
50%
50%

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)

(0)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Featured Video
From The Founder
The 'gleaming city on a hill,' Steve Saunders calls it. But who is going to take us from today's NFV componentry to the grand future of a self-driving network? Here's a look at the vendors hoping to make it happen.
Flash Poll
Upcoming Live Events
September 28, 2017, Denver, CO
October 18, 2017, Colorado Convention Center - Denver, CO
November 1, 2017, The Royal Garden Hotel
November 1, 2017, The Montcalm Marble Arch
November 2, 2017, 8 Northumberland Avenue, London, UK
November 2, 2017, 8 Northumberland Avenue – London
November 10, 2017, The Westin Times Square, New York, NY
November 30, 2017, The Westin Times Square
All Upcoming Live Events
Infographics
With the mobile ecosystem becoming increasingly vulnerable to security threats, AdaptiveMobile has laid out some of the key considerations for the wireless community.
Hot Topics
Could 5G Have Found Its Glass Ceiling?
Dan Jones, Mobile Editor, 9/20/2017
1 Million Pirate Set-Top Boxes Sold in the UK
Aditya Kishore, Practice Leader, Video Transformation, Telco Transformation, 9/20/2017
Why Amazon May Be Cable's Biggest Threat
Mari Silbey, Senior Editor, Cable/Video, 9/22/2017
Can Fixed Wireless Fix Rural Broadband?
Mari Silbey, Senior Editor, Cable/Video, 9/25/2017
Comcast Shuts Down OTT Again
Mari Silbey, Senior Editor, Cable/Video, 9/19/2017
Animals with Phones
Live Digital Audio

Understanding the full experience of women in technology requires starting at the collegiate level (or sooner) and studying the technologies women are involved with, company cultures they're part of and personal experiences of individuals.

During this WiC radio show, we will talk with Nicole Engelbert, the director of Research & Analysis for Ovum Technology and a 23-year telecom industry veteran, about her experiences and perspectives on women in tech. Engelbert covers infrastructure, applications and industries for Ovum, but she is also involved in the research firm's higher education team and has helped colleges and universities globally leverage technology as a strategy for improving recruitment, retention and graduation performance.

She will share her unique insight into the collegiate level, where women pursuing engineering and STEM-related degrees is dwindling. Engelbert will also reveal new, original Ovum research on the topics of artificial intelligence, the Internet of Things, security and augmented reality, as well as discuss what each of those technologies might mean for women in our field. As always, we'll also leave plenty of time to answer all your questions live on the air and chat board.

Like Us on Facebook
Twitter Feed