“Minding” Your Own Business

Posted: October 11th, 2012 | Author: | Filed under: Events, Industry Insights | Tags: , , , | Comments Off on “Minding” Your Own Business

A few months ago in a blog where I discussed the need for more service personalisation, I admitted that it was tough for operators to engage effectively on a more personal level because I myself “don’t always know what I want until after I have experienced it – or what I had is taken away” …

I also, however, suggested that it is possible and operators should be empowered with “mind-reading abilities”!

Let me illustrate with a totally non-OSS related example: my 6 year old son. Unlike a lot of his friends (and his parents), he is totally disinterested in food. However, over the years, we have observed that when he gets hungry, he starts to get unreasonable and emotional. He never says he is hungry or asks for food, but we have learned that when he starts behaving that way and he has not eaten for a while, that giving him a snack returns him to his usual good natured self.

In this example, my son apparently does not know what he wants or needs (un-communicated needs) – and feeding him any other time is of course pointless too (context).

So we:

1.    Learned (and re-learned) this behaviour using our human intelligence i.e. we do not use a list of rules to identify the situation;
2.    We take into account the context i.e. when he last eat or whether his sister had just bitten him again;
3.    We act then and when it is needed.

And this is a pretty good example of the “mind-reading” capabilities Comptel’s Contextual Intelligence for Telecommunications (CIQ4T) can offer operators: LEARN, examine the CONTEXT (in real-time) … and ACT.

I will be manning the stand for Comptel (C05) at AfricaCom in Cape Town from the 13th-15th November and would love to discuss further how Comptel can provide operators with “mind-reading” abilities for more personalised customer engagement.


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