DECEMBER 2020CIOAPPLICATIONSEUROPE.COM9customer, and suggest a solution based on the information it has of that particular case.The most attractive feature about AI is that it allows us to provide better and more consistent customer service. Good, AI-powered customer service is more than just the absence of problems and reacting to a customer's question as soon as it comes--at its best, it creates trust and loyalty and even a sense of wow!Speaking of creating wow, the third way that we will use AI is with chatbots, computer programs that act as conversational agents. They are tireless and always there. This also raises the expectations of customers, who assume that any interaction will be processed on-demand, also outside business opening hours. The key to a good chatbot is not simply to operate on a set of predefined rules that respond to very specific questions with a ready-made answer. Advanced chatbots will use AI and machine-learning mechanisms to provide a tailored response. These bots require massive amounts of data to manipulate and score it and to retrieve a correct answer to the identified question. Advanced chatbots will use programs that learn, i.e. continue to improve their responses based on their interactions with users and with experts who train them with pairs of questions and answers. I see AI as something driving corrective action in customer networks. Customers will get alerts when human action is needed, and they will have full transparency on any automated corrective actions taken. The end result of integrating AI techniques into our customer service operations is that there will be a lot less drudgery and frustration. This is what I consider the human aspect of technology: AI will take over repetitive tasks, creating more opportunities for developing human skills that lead to happier service teams and, most importantly, loyal and happy customers. Given the complexity of modern networks and the 5G era that we are entering, troubleshooting issues could become very time-consuming and expensive, especially when network outages can potentially affect so many subscribers
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