Learnings

Outcomes

he project is currently in flight. The following outcomes have been achieved: 
Training process for users of customer service and safety use cases implemented 
A proof of the solution concept within a controlled environment 
Continuous improvements to the solution based on user feedback  
Integration plan finalised 

Lessons Learnt

The project will deliver key learnings in light of how this innovative solution will impact both the network as well as customers. 
  
Volumes of users of the solution with customers to report public safety concerns relating to the network have not been as high as expected. The project team are working to encourage more use of this aspect of the solution where possible. A solution which allows videos to be captured without the customer having to engage in a live video call is under development and is being tested. This was flagged as a possible route to increase adoption as often customers will not have the required level of signal strength to engage on a live video with a customer service agent at the location where they are reporting a safety concern. This new approach will allow the customer to capture a video and photos of the situation and upload at a location where they have improved signal strength. 
 
The creation of a customised dashboard to monitor usage of the solution on a per team basis has been very successful and has aided the roll out and adoption of the solution across the entire customer services team. The competitiveness between teams has been harnessed to increase usage and drive uptake among call agents. Benefits can be measured directly from this dashboard and a similar approach will be adopted for a BAU transition.  
 
For our network, we will gather key data that can be used to enhance our safety assessments and auditing processes. The AI tool has the potential of identifying new risks which may not have been identified beforehand. It can also allow users to report problems more effectively which further enhances the safety of our task force.