电信行业-大数据与分析.ppt

* * Problem Large number of pre-paid customers using smartphones for accessing media-rich services like audio and video streaming Many customers had no visibility of how much data they were using, increasing risk of bill shock and poor customer experience Little visibility also led to increased calls to customer care Solution Measured data usage for high-volume pre-paid customers across devices, apps and network locations Identified top apps and services used by high-volume pre-paid customers (for e.g. YouTube on iPhone) Enabled targeted campaign for high-volume pre-paid customers to upgrade to post-paid contracts (support high-volume data usage increase the spend) Results 400% increase in campaign conversion rate compared to traditional campaign uptake Reduced support calls related to bill shock and data usage Improve customer experience IBM Big Data Analytics? 2013 IBM Corporation * * * * IBM Big Data Analytics products deployed Verizon – Watson Explorer (InfoSphere Data Explorer) Major Tier 1 CSP - deployed The Now Factory solution. Sogecable - SPSS IBM Big Data Analytics? 2013 IBM Corporation * IBM Big Data Analytics? 2013 IBM Corporation * IBM Big Data Analytics? 2013 IBM Corporation * IBM Big Data Analytics? 2013 IBM Corporation * Summary - Creating a consolidated product knowledge hub to provide call center agents with relevant information regardless of source Verizon used Watson Explorer (formerly InfoSphere Data Explorer) to ingest large device manuals from multiple vendors and create digestible chunks of information (sub-documents) on a topic that the contact center representative can use to solve a customer issue. The document index serves as a consolidated product knowledge hub. Over 40,000 call center agents access these targeted information chunks from the central knowledge management application, combined with information from other sources. This helps them to resolve customer issues faster and more reliably, resulting in low