VodafoneZiggo-Fieldwork_Future__Empowering_Technicians_with_LLMs.pptx.pdf

Transcript

1. C3 VodafoneZiggo Confidential Fieldwork Future: Empowering Technicians with LLMs VodafoneZiggo
2. 2 Let’s introduce our team Ronald Warmels Product Owner Data & AI Thijs Nieuwdorp Data Scientist Data & AI Reugene Balentina Sr. Project Manager Installation & Maintenance
3. 3 Our brands 3.0 mln fixed services households 5.3 mln mobile Services customers 6,500 employees 7 offices 100 stores Our parent companies Liberty Global Vodafone Group
4. 4 1. Insert optional footnote(s) here Technician Assist: we focus on the Technician Technician Assist Support technicians with smart AI solutions, enabling them to perform their best work . AI Everywhere for Everyone We believe AI will be impactful across all areas of business and all colleagues. User focused Prioritizing what’s best for the user by delivering solutions that are intuitive, practical, and tailored to their needs.
5. 5 Our products during the Technician Journey Predict what issues can be resolved remotely. Before visit Provide the Technician with information to come prepared. Start of visit Enable technician with easy access to knowledge. During visit Provide an efficient admin experience and gather needed information. End of visit Analyze the created data from every phase of the visit. Learn from visit Pre-visit summary Voice Afmeldtool
6. 6 Challenge • Valuable visit information lost during advisor-technician handover • Technician starting analysis from scratch Solution • Use AI to extract relevant information from the conversation between advisor and customer Benefits • Well informed and prepared technicians • Appreciated customers • Less administrative burden for advisors Pre-visit summary: Preparing technicians for each visit by summarizing advisor-customer call
7. 7 Current Summaries Categorie: Instabiele/langzame internetverbinding (Wifi bedraad) Status modem: Online Is het modem op correcte manier aangesloten? - Ja Heeft de klant sinds ontstaan van de problemen een hertstart van het modem geprobeerd? - Ja
8. 8 The solution ja maar sowieso voor dan zijn netflix tijd zomaar chantal want ik ben komen direct met een hypotheek kabel en die is een voorbeeld over dat dan zeg maar maar ik ben zelf best wel onderlegd ermee ik ben niet checken of niet stom of ik weet al wij hebben eigenlijk nooit dus dat wil ik niet zien gehad en ook niet zeg maar als het modem bekabeld naar noem maar op en die pods die een stopcontact steeds jaar die beetje die. Nee, precies. Oké. uh Wel. Oh. From unstructured transcript To relevant summary
9. 9 1. Insert optional footnote(s) here Under the hood
10. 10 Challenge • High administrative burden for technicians • Incomplete picture of customers situation and activities performed • Need for granular insights Solution • Use speech to text and LLM for structured summaries of technician visits Benefits • Reduced administrative burden and faster logging • Complete information regarding customer visit • Improved quality of insights Speech to Text: Capturing customer visit activities using speech recordings instead of text-based logging
11. 11 The solution
12. 12 1. Insert optional footnote(s) here Under the hood
13. 13 The future vision Proactive Interactive Integrated
14. 14 Any questions? Feel free to reach out! Ronald Warmels Product Owner Data & AI Thijs Nieuwdorp Data Scientist Data & AI Reugene Balentina Sr. Project Manager Installation & Maintenance