AISWare CEM Customer Experience Management

AISWare CEM is a set of customer experience and perception management system for operators, which cooperates with global data to build a platform for operators' full service perception and experience services. The system is based on the telecommunication psychology experience algorithm engine of communication artificial intelligence, quantifying and actively monitoring the network perception of 4/5G users, the perception and experience of business and application in the network journey, and taking the user QoE as the guidance to quickly locate and diagnose the problem, and actively sensing and caring for the user. Personalized strategy runs through it, helping operators to understand the experience perception of each user in the network journey, and provide personalized services to users through the network and business system, so as to truly realize 5G network personalization.

Functional architecture

Product strengths

  • O/B Domain Integration

    Based on Network Middle Platform technology, the O/B domain data is integrated to provide a global perspective of customer experience.

  • AI Algorithm

    Artificial intelligence and machine learning algorithms based on telecommunication psychology quantify user experience and perception, and root cause analysis algorithms for various customer experience problems.

  • Manufacturer Neutrality

    Coordinate Network Element and Equipment integration and data analysis of multiple manufacturers from a neutral point of view with operators, and share the analysis results with all departments and specialties through PAAS layer API network management.

Customers

AISWare CEM based on ECS customer service perception management, help operators to find the locations and users with poor experience in the network, replay the customer journey in the network, help complaint handling personnel to identify the location of the fault, and provide the root cause analysis of poor quality. Through the scenario support system, a set of perception index model associated with satisfaction is established to implement differentiated service support strategy and effectively improve user experience.