Altice Labs was awarded the prize for the most innovative AI application to enhance customer experience at the FutureNet World Awards on May 7.
FutureNet World is a globally recognized event held annually in London, bringing together telecommunications industry leaders to discuss strategic and business priorities in the digital era. The event is known for promoting network automation and artificial intelligence, driving innovative solutions for increasingly intelligent and autonomous operations that deliver superior customer experience.
This new solution, which results from combining capabilities of Altice Labs’ BOTSchool conversational platform with the NOSSIS Assurance diagnostics and monitoring platform, eliminates unnecessary time spent in interactive voice response (IVR) systems by providing immediate responses and guiding customers throughout the process. Instead of relying on manual analysis by customer service agents (CSAs), the solution automatically processes user complaints at the start of the call, cross-referencing them with real-time network conditions and identifying patterns that traditional monitoring tools often miss. By structuring and correlating diagnostic test data launched in real time by NOSSIS Assurance with the information provided by customers, the solution significantly accelerates the identification, diagnosis, and resolution of common network issues.
This recognition highlights Altice Labs’ ongoing commitment to improving the telecommunications customer experience through intelligent and proactive solutions that not only meet current industry needs but also pave the way for the future, positioning Altice Labs and its clients at the forefront of the industry. In the words of Altice Labs’ General Manager, Paulo Firmeza, “Our solution represents a significant step forward in how we can respond more quickly and effectively to users’ needs. This international recognition motivates us to continue developing technology that truly makes a difference.”