Customer complaints
A coverage complaint from a big account, fixed the same day without a field visit. The Kenmei copilot sends its agents to check the network and the building, and returns the cause and the fix.
Results
Time from complaint to fix, against days or weeks for a field visit.
New sites needed.
Video recap
At a glance
For
Customer care, business account and optimization teams
Replaces
Field visits to measure each coverage complaint
Data used
Network traces, configuration, topology, network counters, crowd measurement apps and open data
Runs on
Your cloud or on-prem, every major vendor, 4G and 5G
The problem
When a big account complains about coverage in its offices, the usual answer is a field visit. An engineer goes to measure days or weeks later and records one moment on one network, while the account waits.
That measurement rarely shows whether the problem is the network or the building. With no street and no other operator measured alongside, the default answer is a network one, and a new site gets discussed for a problem a setting could fix.
How it works
Check the result
After the change, the impact verification agent measures the building and the street again and shows whether the signal indoors improved.
I have a customer complaint at this address: our business customer has no signal in its offices. Tell me what you see.
Where the signal is lost, inside the building or in the street, how every operator performs around it, and the cells and setting to change.
Frequently asked questions
What data do you need from us?
Traces, configuration, topology and counters from your network. The agents add crowd and open data. The platform runs on your cloud or on-prem, so the data stays on your infrastructure.
Is the crowd data private?
Yes. It comes from crowd measurement apps: radio measurements taken by apps on a sample of phones around the place. No single customer's phone is used. Every device is anonymous, results are aggregated by area, and the process is GDPR compliant.
Does it work on iPhones?
Not for the radio measurements. iOS does not expose radio data, so they come from Android phones, which are the large majority of measured devices.
Which vendors and technologies does it support?
All major vendors and technologies, from 2G to 5G. The data from every vendor in your network is brought into one model before the agents work on it.
Does the platform change anything on the network by itself?
No. The agents find the cause and propose the setting. Your engineer approves, and changes go through your own systems.
“O2 climbed one position in independent rankings after deploying our anomaly detection and root cause analysis engines.”
Answer the next complaint without a visit.
Bring one complaint from a business customer. We run the agents on your data and show you the cause and the fix.
