Putting people at the heart of Customer Experiences, according to TM Forum’s latest report. Image: Wix.
Subtonomy is honored to be featured in the latest report from TM Forum, “Humanizing AI: putting people at the heart of customer experiences,” which explores how AI is transforming customer experience (CX) and support in the telecom industry. As a leader in technical customer support tools, they are proud to contribute to this crucial conversation. Subtonomy’s CEO, Andreas Jörbeck, shared insights into how their machine learning (ML)-driven platform is crucial in helping telecom operators manage customer support challenges and prevent churn.
Subtonomy’s solution: Machine Learning at the heart of Customer Support
A powerful ML-based platform is at the heart of Subtonomy’s offering. As highlighted in the report, their system processes and analyses massive amounts of data in real-time, giving telecom operators the insights they need to efficiently resolve complex customer issues.
GenAI, when layered onto their ML-powered platform, further enhances this process, enabling operators to provide context-aware, personalized customer support. However, all data collection, analysis, and processing takes place within our core data platform, ensuring that GenAI is deployed effectively and strategically on a solid foundation, and that no sensitive data is shared.
CEO Andreas Jörbeck emphasized the importance of data-driven insights in the report, noting that “less than 3% of affected customers contacted their service provider during a recent outage.” This statistic underscores the importance of proactive measures, powered by Subtonomy’s ML and AI capabilities, to detect customer dissatisfaction early and address it before churn occurs.
GenAI adds an extra layer of Intelligence
While ML is the backbone of their solution, Subtonomy adds even more value by running Generative AI (GenAI) on top. Their platform’s robust data analytics capabilities allow operators to leverage the human conversation powered by GenAI to deliver seamless, personalized experiences for their customers. GenAI helps operators by providing real-time recommendations, automating responses, and enabling smart self-service options. This reduces the burden on support agents, allowing them to focus on more complex customer issues.
Data processing and analysis
In the Subtonomy platform, all data, structured and unstructured, is processed and analyzed. This ensures that telecom operators have a comprehensive insight into their customers’ experiences, pain points and needs. By using machine learning models, Subtonomy provides actionable insights that operators can rely on to improve customer journeys and provide proactive support.
The Future of AI in Telecom: Combining ML and GenAI
The TM Forum report highlights the need to combine AI with human expertise to improve customer support in the telecom sector. At Subtonomy, they understand that the future of telecom support lies in combining the strengths of ML and GenAI. Their solution enables operators to harness the power of data, automate routine tasks and predict customer needs, while maintaining human empathy and personalization.
Subtonomy is proud to contribute to the TM Forum’s Humanizing AI report and share how their ML-based platform, augmented with GenAI, is transforming customer service in the telecom sector. As AI continues to evolve, Subtonomy is committed to providing telecom operators with the tools they need to create efficient, effortless and personalized customer experiences.