Articles

The Use of A3 to Personalize the Customer Experience

The concept of “personalization” first appeared in the area of campaign management around 10 years ago and continues to be one of the key topics when discussing A3 and customer experience.  It is a topic which is easy to discuss conceptually, but more difficult to deliver, as it requires clean data, decent processes and, for […]

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A3 Priorities in Customer Experience

When looking to categorize the ways in which A3 can positively impact customer experience, there are a good number of possible topics.  The diagram below, describes the potential uses for A3 in a telco – and this has been overlaid with a number of the most interesting topics around its use in improving customer experience. […]

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Future of NWDAF

The future of NWDAF is not very clear.  The most influential pros and cons to NWDAF are shown here: NWDAF aims to solve a single issue in the deployment of automated, hybrid and 5G networks – the provision of high-performance data/analytics to allow “fast” control loop for automation Market commentators discuss the possibility that its […]

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Which A3 Should Telcos Deliver to their Enterprise Customers?

The diagram below considers the number of telco opportunities to include A3 capabilities in their enterprise products (x-axis) and scores the opportunity for “feasibility” (y-axis): The addition of analytics and machine learning to track behaviors of both people and things provide input into forecasting, optimization and other planning exercises. They also find patterns or triggers […]

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Telco A3 Products for Enterprise Customers

This research considers the ability of telcos to create analytics, AI and automation solutions for their enterprise customers.  Underpinning this research is a spreadsheet of 210 use cases for telco data and A3 split by vertical.  These use cases were tagged with the different types of A3 which could be deployed in each case. As […]

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Developments in 5G Assurance Capabilities

This diagram sets out the uses for 5G assurance data – split by the types of analytics/ML needed (going down the rows) and those requiring the data (going across the columns): The blue boxes show activities which increase in importance in a 5G network: Issue prediction, automated root cause analysis and adaptive thresholds for KPIs […]

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Development of the Market for 5G Assurance

The diagram explores the idea that “pockets” of 5G assurance capabilities will be developed by vendors – assuming that vendor priority will be to expand their capabilities in areas of current expertise. The box colours denote:  Blue = network assurance, Green = service assurance, Purple = enterprise-focussed assurance, Pink = new or niche capabilities, Grey […]

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Future Focus areas for A3 in the Contact Centre

Written by Ken Weilerstein. Recent vendor interviews highlight four priority areas for telcos using A3 in their contact centres:

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The Financial Benefit of A3 in the Contact Centre

Research written by Ken Weilerstein. The large number of staff undertaking repetitive tasks provides a good backdrop for applying A3 in a telco.  The diagram summarizes the output of a financial model calculating the value of adding new types of A3 to a telco’s processes in the contact centre.   An “average” telco was assumed and […]

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Prediction 2020: Few Telcos will Keep Up with the Elite Adopters of AI

Originally posted here:  Prediction 2020: Few telcos will Keep Up with the Elite Adopters of AI – The Analyst Syndicate (thansyn.com) It’s not just AI, of course. It’s the effects of the combination of the intertwining of analytics, automation and AI (A3) and the different ways and paces various telcos experiment with and embrace the […]

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