Solutions

AI Care

Reacting much quicker to Customers' issues.
Even before they complain.

AI Care

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

Are you finding the underlying causes to customer issues?

Companies require a highly specialized work force to root-cause customer complaints. Achieving a good level of accurate and consistent root causes analysis is challenging when working with multiple teams with different expertise and focus.

disadvantage

Lack of consistency due to team focus

disadvantage

Reduced accuracy due to knowledge segmentation

Missing too many customers' issues

Are you missing too many customers' issues?

Any changes in the network or in customers' profiles potentially could have a negative impact on customers' service. It is easy to miss the problem and leave the customer with degraded services. The longer it takes to fix the problem, the higher is the risk of damaging customer satisfaction.

disadvantage

Easily missed customer issues

disadvantage

Higher risk of customer dissatisfaction

Too much expense resources in care operations?

Are you spending too much in care operations resources?

Due to the significant amount of repetitive and complex manual work, a higher volume of calls to a call center means higher operational costs on the front-line customer care and technical support teams. With limited human resources, any surge in volume of technical customer issues will cause further delays in complaint handling.

disadvantage

High cost on customer care and technical support teams

disadvantage

Long delay on handling customer issues

AI Care increases your customer satisfaction by reacting quicker and even before customers complain

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What benefits can you expect from AI Care?

100x

Faster response

80%

Automation

100%

Consistency

20%

Less complaints

Clients and partners

t-mobile veon deloitte. tech mahindra telcel softbank amdocs keysight technologies
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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.

advantage

Automatic problem identification, root causing and routing of technical customer complaints.

advantage

Recommendations can be used by technicians in open loop.

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Proactive issue resolution

Automatic actions can be directly applied to resolve customer issues before customer notices or even complains.

advantage

Automatic detecting and root causing customer problems by monitoring suspicious patterns from system logs.

advantage

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?

ampliar

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?

ampliar

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?

ampliar

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?

ampliar

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?

ampliar

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?

ampliar

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?

ampliar

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.

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

Spanish Ministry of Science and Innovation and the European Regional Development Fund

Get a demo of AI Care today

Get started and request a demo to learn how AI Care can help you.

tupl automation by AI for Network Operations

Operations made simple with AI

Associations we belong to:

SmartCity Cluster Tupl O-Ran Alliance Tupl Technology Park of Andalusia Tupl Telecom infra project Tupl 5G Open Innovation Lab Ametic la voz de la industria digital Our EU values has been the seed to transform an idea and a dream proposed 20 years ago into a real bottom-up movement lead by the Global StartupCities initiative