Original article ISPreview UK:Read More
Network access provider Openreach (BT) has today revealed that their recent adoption of two new and complementary AI (Artificial Intelligence) tools, which provide customers with clearer updates and immediate answers, are now helping to prevent more than 3,000 Full Fibre (FTTP) broadband cancellations every month.
The two tools reflect those we’ve written about before, including Crystal Ball, which predicts what is likely to happen next when a broadband installation hits a snag, and Ask Me Anything (AMA), which allows customers to ask questions in their own words and get immediate answers and reassurance. In the past, certain problems with an install would have meant missed appointments, repeat visits and uncertainty for customers and providers.
Just to give a bit more of an explanation. The Crystal Ball process uses notes from engineers, delay codes, survey outputs, network topology and other information to help inform its model. The process is designed to monitor and predict when Openreach will be able to get complex installations into service (normal installs don’t use this process), which is then fed back to broadband ISPs.