Customer Service Problem Management is an innovative solution designed to empower telecom customers by providing them with an efficient platform to raise issues they are experiencing with their services. This robust tool is tailored to streamline the service assurance process for both customers and customer service agents, ensuring a seamless experience from issue reporting to resolution. With a detailed, process-based layout at its core, Customer Service Problem Management facilitates a more organized, transparent, and effective problem resolution journey.
1 User friendly interface designed with simplicity and ease of use in mind, the intuitive interface ensures customers can effortlessly report issues without any technical hassle. The step-by-step process guides users through reporting their problems, making it accessible to all customer segments.
2 Once an issue is reported, the issue goes through 5 stages. Verify which includes if customer have provided all the required information. This is integrated with diagnostics that provides the agents the ability to run and record diagnostics, this has integration points using industry standard API's too.
3.Generative AI to provide case summary, resolution notes generation and test summarization .
4. Generation of resolution tasks based on the flow that determines resolution based on test outcomes
5. Efficient handling of test failures and also real time communication to our customers.
Customer Service Problem Management is more than just a service management tool; it's a comprehensive solution that transforms how telecom companies handle customer service issues, driving efficiency and enhancing customer satisfaction.
1) Support of Automated resolution task generation and a spin component to show the loading of these tasks
2) Test summarization improvements to handle Gen AI scenarios and hide the information parsing and better story around the summarization of the entire payload and not just the outcome of the test i.e. summarize the whole payload including any additional information.
3) Custom UI which shows test runs on PBL needs improvements(Feedback from Shailee)
4) Related records of the CSPM case
- Customer Service
- Customer Service Case Type
- Playbook experience core
- Servicenow integrationhub Starter pack installer
- Spoke selector
- Install base
- CSM Playbook
- Playbook Experience
- Product inventory
- Telecommunication, Media & Technology core
- Telecommunication Open APIs
- Service Test management
- Record lookup connected component