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Blog Post

Context is Key to Relevant Resolutions

Jim Hannon – CTO
April 23, 2020
Context is Key to Relevant Resolutions at Sweepr

There is an abundance of diagnostic data available for the networks, devices, and services in our homes. Sweepr opens this data to home-users in a consumer-friendly way, using context-rich inputs for more effective and relevant self-care resolutions.

Context and the Connected Home

In a short period of time, the home has gone from being a black-box to a data-rich environment for Communication Service Providers (CSPs). We are now at a stage where there is an abundance of diagnostic data available for the networks, devices, and services in our homes.

To date, in-home diagnostics data have been more or less the preserve of customer support and engineering teams. Sweepr is opening this data to the home-user, combining their input with the diagnostics to build a rich, real-time home context.

With today’s connected homes being anything but simple, this context is key to effective troubleshooting. Sweepr takes a multi-dimensional approach to assembling its context-rich view of the home, combining network, device, service, and user aspects.

Unlocking Value from In-home Diagnostics

CSPs have made significant investments in advanced software and analytics to gauge the status of their services – including availability, speed, reliability - in the home. Router data is now available for analysis on any number of factors including quality of the network to the home and the quality and utilization of the Wi-Fi network within the home.

Sweepr enriches this data and aggregates it with other factors, for example, using in-home speed tests to build a rich picture of the performance of the home network at a household and device levels.

"Consumers can explain their technical issues in their own words and have their problems understood"

Involving Consumers in Problem Diagnosis

Home users are well placed to explain problems (as they perceive them) since they are physically in the home. However, we shouldn’t assume people will describe technically complex issues in a technical way.

Sweepr facilitates ‘Issue Clarification’ in a manner that is appropriate to the consumer's technical skill level. Consumers can explain their technical issues in their own words and have their problems understood. Sweepr extracts the intent, to understand what’s being asked for, combining it with service and network context for an accurate problem diagnosis.

When Network Problems are Service Issues

Home-users frequently describe service issues as network problems. For many users, when a service crashes e.g. Netflix’s spinning wheel of death, it may end up being reported as a CSP network problem. Sweepr captures the service context to establish the current service status and performance, maintaining a location-aware cache of real-time service status and reported problems, essential for issue diagnosis, and accurate resolution selection.

Personalize Each Engagement to Connect

Self-service has many advantages for consumers including immediacy and control. What it can lack is empathy. For self-service to work in a care environment, the experience must connect with the individual, adapting to the environment and individual like a good person-to-person call.

Sweepr personalizes each engagement, adapting to deliver persona-relevant content preferences, support history and other relevant data such as their broadband package to deliver a customer-centric experience. This allows Sweepr to ‘know’ the customer, to know what devices they have had issues with and the most promising resolution.

"By exposing technically rich context in a user-friendly way Sweepr shifts the point of triage to the home"

More Meaningful Resolutions

The rich context gathered by Sweepr powers better resolution selection in self-care scenarios and provides CSRs with the context to close tickets faster. As importantly, engaging early with the home user reassures them that their voice is heard, that their issue is recognized by the CSP and that helping them resolve it is important to the CSP.

Presenting the right data at the right time delivers a more personalized customer experience and effective self-service resolutions. By exposing technically rich context in a user-friendly way Sweepr shifts the point of triage from the call center to the home.

Learn more about Sweepr’s technology here.

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