Adopt a GenAI-powered Outage Management Framework for near real-time, personalized notifications and Estimated Time of Resolution (ETR) to build trust and transparency during service disruptions
As converged networks become the norm, AI-driven customer expectations rise, and regulatory demands for transparency intensify, the traditional outage management strategies are falling short. While network disruptions are inevitable, how enterprises respond can make or break customer trust, brand loyalty, and regulatory compliance.
With network outages costing enterprise customers, including CSPs, over $1.2 million on average, and 21% of telecom users switching providers after just one negative experience, the stakes have never been higher. In today’s digital age, millions turn to platforms like Downdetector and Twitter to express frustration in real time. This makes transparent, timely communication during outages not just a best practice, but a business imperative.
Companies across sectors face growing challenges in maintaining customer satisfaction during outages, hindered by fragmented systems and manual processes. Key gaps include:
- Lack of proactive outage updates to customers, including ETR
- Absence of Self-Service Tools for Independent Service Status Verification
- Inconsistent communication for unified outage updates across customer touchpoints
These shortcomings lead to increased inbound calls, customer frustration, anxiety, brand damage, and ultimately, higher churn.
Revolutionize outage management with the AI-powered Total Outage Management Framework (TOMF), a scalable, intelligent, self-learning system designed for proactive customer engagement. Powered by AI Outage Managers, TOMF automates outage detection, generates personalized updates adapting to customer segments (B2B, B2C) and communication channels, enables triage, notifications, and multi-platform streaming with minimal human intervention. The key components of TOMF are as follows:
- Automated Outage Monitor: Periodically extract outage details like ticket & dispatch status, enabling timely insights and proactive responses
- Smart Notification (SmartNoti): Use GenAI to create context-aware and persona-tailored outage summaries and ETR updates, to curb customer uncertainty
- Notification Review System (NRS): Provide human-in-the-loop oversight for high-stake scenarios while auto-approving low-risk cases, hence safeguarding sensitive data
- Outage Streaming Engine: Create a centralized outage data storage of all approved outage summaries, ensuring seamless access across digital channels, CRM platforms, and customer-facing teams
“In network outage scenarios, AI/Gen-AI can enhance responsiveness and personalization, providing tailored recommendations and solutions to individual customers.”
