Customer care agents have access to an abundance of data, but without the ability to connect the dots, they are left to make snap judgments and interpret data. For network engineering and IT, this means more escalations from the customer care organization.
Guavus' Care Reflex is designed to enable operators to monetize and operationalize data, deliver a higher QoE, drive customer advocacy and increase ARPU. By reducing AHT and improving the customer issue triaging process, a wireless carrier with 63 million subscribers can reduce OpEx by $2.16 per customer for a total reduction of $136 million per year, Guavus says.
Care Reflex uses Guavus' intelligent data mediation engine. This ingests, correlates and analyzes high volumes of streaming and stored data in real time and then applies machine learning to the curated and enhanced data to determine and identify valuable patterns and detect anomalies.
What this translates to, according to one Diamonds judge, is the ability of the customer care agent to know the reality of the customer's experience without long explanation from the customer. "The agent will be able to provide recommendations that are not time wasters from the customer viewpoint," the judge said.
