nbn has developed an initiative that will leverage big data, machine learning and existing capabilities to improve NBN end-user experience and help resolve issues faster.
When faults occur, nbn’s Tech Lab will help the team determine whether a fault can be dealt with remotely and immediately or whether a field technician needs to visit an end-user home to resolve the fault.
The Tech Lab will explore and implement emerging technologies such as machine learning and graph technology – which will provide insights, identify patterns, preferences and trends in people’s use and delivery of the services over the NBN.
nbn is able to gather the information used in the Tech Lab through a series of surveys that are completed by the end user – with their express consent – about their experiences.
nbn’s Chief Systems Engineering Officer, John McInerney, said, “Developing these insights will help enrich the customer experience of services over the nbn access network and make our systems and processes more agile by synthesising massive data sets.
“Once the investigation and implementation of the Tech Lab research is complete we could, for example, easily identify trends that occur in a failed activation in order to pre-empt problems before arriving at a house.
“Faults are an inevitable part of any technology network but minimising the disruption is key to improving the experience. We expect to see significant improvements as a result of early detection and quick resolution.”