The Future of Service Assurance – Actionable Intelligence

With the advent of exciting advancements in technologies such as big data, machine learning, and artificial intelligence, previously passive and unintelligent data is seemingly coming to life all on its own. With built-in, self-performing capabilities, intelligent data along with smart devices, are both now able to take independent action that translates into reduced customer response times, decreased equipment breakdown periods, more efficient service processing, automatic (and more accurate) record updating, and overall improved customer satisfaction levels. Let’s take a look at service assurance.

Data-driven intelligence allows implementing prescriptive dashboard solutions in applications. Learn why this is so important in today’s implementations on our blog post Data-Driven Intelligence: A Must Have for all Apps.

Service Assurance – From Manual to Automatic

Service assurance has been accomplished with the help of data for quite some time now. But even until fairly recently all data could be categorized as passive. Without human interaction to process and move data along the transaction pipeline, events such as:

  • Translating service requests to work orders
  • Alerting and scheduling field operators
  • Manually reporting equipment failures
  • Updating of service records and customer inquiries

all required human effort to ensure each part of a transaction occurred. If a breakdown in human communication and/or action occurred anywhere along the pipeline, it meant the introduction of at least one error into the process. In turn, customer service typically suffered — in some cases quite drastically. By the time the entire issue was resolved, many customers were often understandably frustrated. Also, the company performing the service may not have even received a profit on the transaction. This is due to eating the costs associated with problem resolution.

When Data Becomes Intelligent

Infusing data and smart devices with intelligent features promises to be a game-changer for countless industries. No longer will data be a passive, oftentimes dormant feature until a human comes along to utilize it. With emerging technologies in artificial intelligence, data-infused with intelligence will turn into actionable intelligence, capable of performing useful steps all on its own without human intervention.

From the moment data is collected from customers and/or smart machines, then on to self-performing data manipulation processes such as cleansing, normalization, enrichment, and correlation, the data continually becomes more intelligent. After data analysis is complete, intelligent data can self-store until such time as it is needed. Or, it can go to work immediately by making decisions, completing tasks, etc., all in real-time.

The 4 Key Enablers

The first major player in enabling data to become active is infused intelligence into big data and big data analytic processes. The second enabler is data democratization. This allows customers to become better informed about how their specific transaction is doing within the grand scheme. Data self-orchestration is the third enabler. This means data independently triggers events without the need for human interaction. Sometimes this introduces errors. The fourth enabler is artificial intelligence capabilities, which means the learning that occurs from the processing of each transaction helps to improve the outcome of each subsequent transaction.

How Smart Data Helps

When joined together, smart devices and smart data become a highly-integrated, success-oriented team. Service assurance can be completed in real-time, with operational data and network events triggering proactive maintenance, along with network optimization. The provisioning of network resources becomes self-dynamic and network adaptability becomes automated. Service levels to customers become more intuitive and responsive. This happens as data and machines become more intelligent and self-adaptive to traffic consumption patterns. Intelligent data can interact with smart devices, gathering and collecting information about potential issues, and usage statistics. Or whatever management would like to be notified of in order to help keep services and machines operating at optimal levels. Data infused with actionable intelligence means customers enjoy better service response times, lower rates of equipment failure, and a higher level of accuracy in their service records.

Data-driven intelligence allows implementing prescriptive dashboard solutions in applications. Learn why this is so important in today’s implementations on our blog post Data-Driven Intelligence: A Must Have for all Apps.

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