Deep
Learning meets Telecommunications

Deep Learning meets Telecommunications
Deep Learning meets Telecommunications

Artificial intelligence can deliver innovation that was previously hard to achieve

Cutting-edge technology for understanding unstructured communications data.
In a competitive telecommunications market, digitally advanced services and architectures will be the determinant of future success.

Connection Line
The Context

THE CONTEXT

In a rapidly changing environment for the telecoms industry, operators are looking for new ways to increase revenues and reduce operational expenditure.

Artificial intelligence and machine learning are now considered as a core component of digital transformation.

Transformation however starts with data. And many operators are presiding over large quantities of unstructured data that remains unusable, hiding insight and preventing innovation.

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THE SOLUTION

re:infer’s Deep Learning platform unlocks the information in unstructured communications data.

In a customer experience context, re:infer unearths value in every conversation. From customer calls and emails, to chat support and online forums, every customer touchpoint is understood, analysed and actioned at scale.

In operations, re:infer provides visibility into thousands of grey and manual processes that run between the shared service centre and the business.

Tight integrations with enterprise automation tools like Robotic Process Automation allow re:infer to provide the gap between requests expressed in natural language and actions in downstream systems.

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The Solution

re:infer creates opportunities for growth

Customer Centricity

Customer Centricity

re:infer builds a complete view of the customer journey by automatically identifying experience in multiple channels, from sales calls, chats, online reviews, forums and emails.
Intelligent Operations

Intelligent Operations

re:infer provides deep insight into operations and manual processes running across the business and shared service centre.
Product Intelligence

Product Intelligence

re:infer provides real-time insights into product feedback so that operators can act quickly and respond to trends
Intelligent Automation

Intelligent Automation

re:infer converts unstructured communications into structured data flows into structured data so that downstream automation tools like Robotic Process Automation (RPA) can be triggered to deliver end-to-end automation.

Make every conversation count

Customer Insights

Discover the actions and behaviours leading to customer loyaltyIdentify the drivers of failure and value demandBring visibility to the drivers of churnUncover actionable insights that drive personalisation and promotions

Cognitive Contact Centre

Analyse customer calls to detect root cause drivers of customer painCompare the performance of customer service agentsUncover hidden relationships between product, experience and loyalty

Operation Analytics

Discover and quantify manual processesDetect root-cause of exceptions and process, systems and people failureIdentify automation opportunities or candidates for self-service

Automation

Make all communications data structured and actionable in the wider IT real-estate (RPA, CRM, CMS, SCV, ERP) Deliver straight-through processing of requestsCognitive + RPA: amplify existing robotics installations with a cognitive front-end that can trigger processes

Telecommunications
Telecommunications

"re:infer's deep learning platform allows us to unpick customer intents and unlock understanding in unstructured processes across the business."

Wayne Butterfield

Wayne Butterfield

Director - Cognitive Automation & Innovation ISG