Vodafone Spain has activated an artificial intelligence tool that detects potential faults in its customers' fibre in advance. Since its deployment, incidents related to equipment at the customer's premises have decreased by 25%.
Vodafone Spain has launched an artificial intelligence tool, developed with the Galician company Optare Solutions, that identifies potential faults in the fibre connection before customers notice them. According to pressdigital.es, the system has been operational on the operator's fibre network since last April.
The solution relies on Augura Tech, the artificial intelligence proposal from Optare Solutions. Each day, it analyses the service status of fibre users and calculates which customers are most likely to experience a technical incident in the coming hours. In those cases, it automatically applies preventive measures.
The project originated from a previous proof of concept, which confirmed that predictive models could detect patterns associated with a decline in connection quality. Since the final deployment, anticipation has reduced incidents related to the equipment installed at the customer's premises by 25% and decreased the need for reactive interventions.
Vodafone is also analysing which situations generate repeated calls and contacts with its customer service, aiming to prevent them from recurring. The operator will consider expanding the technology to other types of technical incidents and other areas of customer service.
The Director of Technology and Operations at Vodafone Spain, Julia Velasco, explains the scope of the system:
“Artificial intelligence is transforming the way we ensure the best experience for our customers. Thanks to this solution, we can analyse millions of signals from the network and customer devices to identify situations that could lead to an incident and act before they occur.”
Meanwhile, the General Director of Optare Solutions, Luis Alves, points out that the project is a first step towards more proactive operations:
“Together with Vodafone, we have demonstrated that it is possible to anticipate incidents and act before the customer notices the problem. It is a first step in a gradual evolution towards more proactive operations, which we can expand with new use cases.”
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