AI and ML are transforming customer satisfaction by enabling the use of CEIs

Customer experience indexes (CEIs) are used to measure and analyse the customer experience. Communications service providers (CSPs) have historically not used these metrics due to the large computational effort required to generate them for each individual customer; they have instead relied on retrospective measurements such as the Net Promoter Score (NPS) to assess customers’ satisfaction. However, advances in artificial intelligence (AI) and machine learning (ML) technologies now make CEIs a plausible option. Ericsson, Huawei and Nokia are among the vendors that are developing CEI models, and wider adoption across the market is imminent.

CEIs allow CSPs to address issues before they have an effect on the customer. This improves the customer experience and reduces operational costs. Automating the process of identifying and rectifying issues not only enhances the customer experience, but also streamlines operations, so offers benefits for both customers and CSPs.