The world’s first Automatic Customer Complaint Resolution solution

Challenges solved by ACCR

Manual process
Technical Customer Complaint Management is still highly manual, far from automated

High workload
High complaint volume causes heavy workload for analysis, actions, and results tracking.

Poor customer experience
Technical complaint reviews take time, delaying response to unsatisfied customers.

Information silos
Slow, legacy, malfunctioning systems from multiple providers

Challenges solved with Tupl's ACCR

Benefits of using ACCR

  • Better Performance
    100% consistent, 100x faster response to customer
  • Staff Augmentation
    90% reduction in manual effort
  • Reduced Churn
    Improved customer relationship & satisfaction

ACCR SaaS Packages

Immediate value delivery

Tupl ACCR Graph showing package options

SaaS Package Options

Customer incidents related to network incidents

Including coverage, device and RAN-related customer incidents

Including non-localized, customer & service provisioning related technical incidents

Frequently Asked QuestionsCustomer Care Automation

How does ACCR work?

Tupl ACCR reduces the customer service team workload, quickly identifying & resolving end-customer issues by integrating with network and subscriber data.

Tupl ACCR 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 Tupl SaaS work?

ACCR 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 ACCR 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 ACCR addressing?

ACCR is directly handling technical customer complaints, mainly related to engineering localized issues, which could be related to e.g. the network (e.g. faults, congestion), the location (e.g. coverage) or the handset equipment.

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Tupl today

Part of the research behind this solution has been developed together with the University of Málaga as part of the project NEREA, which is funded by the Spanish Ministry of Science and Innovation and the European Regional Development Fund

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