The telecoms landscape of networks and services is rapidly changing. Single and dual technology networks serving voice and second generation data are becoming multitechnology, high-speed data networks, where certain traffic will be off-loaded to third party systems ranging from WiFi hotspots to global satellites, and where parts of revenues will go to OTT service providers, writes Lars Moltsen.
In this new landscape it is critical to be extremely competitive and efficient, especially in domains
where almost-free services are available. The cost of operations and customer care will be critical
where third-party solutions are locally very cheap or free of charge. Only if it is possible to keep the offered price sufficiently low, will the customer feel no big need to go outside.
Achieving efficiency is a challenge. A strong and mature organisation with well-defined processes is one thing. Sufficient, trained staff is another. The utilisation of technology, however, is what determines the achievable level of performance. Think of aviation: Since the first propeller-driven aircraft left the ground more than 100 years ago, speed improved gradually as technology matured. But in just a few years around 1960, the shift to the utilisation of jet engines alone resulted in a 50% speed increase of commercial aircraft. Even if the jet technology was new and somewhat immature, it still outperformed traditional methods instantly.
So, assuming the right organisation and staff is already in place, leaders should look out for technology that enables similar shifts in organisational performance or efficiency.
We have developed a solution for network monitoring which has been enriched by an accurate system for auto diagnostics. This system, which has now been installed in five networks, enables non-technical staff in customer support functions to effectively diagnose network incidents at an expert level, and it enables engineers to conclude investigations much faster.
The auto-diagnostics system works through a combination of knowledge bases and advanced mathematics. Knowledge bases are developed specific to technology and leading vendors and bundled with the provided solution. Others have made attempts to bring similar solutions to the market, but these often come short if the resource-demanding task of capturing knowledge is left to network operator staff. Other approaches have been unsuccessful because insufficient reasoning technology – such as using simple rule-based or case-based reasoning – has been used. That means that the system will never reach a required level of diagnostic accuracy.
We have spent time to find the right way of structuring knowledge, bundling knowledge into a scalable
solution, called 2solve, and making use of advanced technology and mathematics to accurately replicate human reasoning. The result is a system where the estimated total cost of handling a technical incident – taking resource savings, shorter time to repair, and improved customer experience into consideration – is reduced by approximately 75%.
