Nokia: Next best actions – leveraging AI-driven insights for faster issue resolution and enhanced customer experience in CSPs

Challenge: With 82% of customers stating that speedy issue resolution is the top factor for a great customer experience, CSPs must proactively address issues and anticipate customer needs. However, without AI-driven insights to recommend the next best actions, service responses are often delayed, leading to customer dissatisfaction.

Solution: Nokia analyses customer data, network usage patterns, and service history to provide real-time, personalised Next Best Actions and recommendations. This enables CSPs to engage customers with relevant offers, services, and actions that increase satisfaction and drive business growth.

Impact: Enhanced customer retention through proactive identification and fulfilment of customer needs. Increased operational efficiency by automating personalised recommendations, minimising the need for manual intervention. Higher ARPU achieved through AI-driven upselling and cross-selling opportunities, ultimately reducing customer churn and dissatisfaction.

Topic: Customer experience

MNOs: Nokia, BT, and Ooreedo Qatar