Telecommunications companies face a constant challenge: managing increasingly complex technology infrastructures without losing sight of end-customer satisfaction. Traditionally, perceived user experience has been measured retrospectively through surveys such as NPS (Net Promoter Score), meaning corrective actions are only taken after the customer has already experienced poor service.
To transform this dynamic and take a step towards a proactive approach, Datadope has launched the project “Research and Development of a New Experimental Predictive Solution for Analysing User Experience Across 5G Networks Through Machine Learning Technology and Real-Time Observability”. This innovative initiative, registered under Project Reference No. TSI-064200-2022-13, forms part of the UNICO 5G-6G R&D Programme 2022 and is funded by the European Union Recovery Fund – NextGenerationEU.
How Does This New Capability Work?
The key differentiator of this technological solution is its ability to transfer deep analytical knowledge from IT systems into the operational telecommunications environment. Instead of relying on outdated surveys, the platform introduces the CEI (Customer Experience Index).
This new index is powered by a Machine Learning model that analyses vast amounts of customer-level 5G network data in real time. The system correlates the network’s technical performance with actual user satisfaction, enabling it to predict potential incidents and the impact that any technical anomaly may have on the end-user experience.
Strategic Benefits for the Organisation
Implementing this predictive capability delivers direct and measurable advantages for business leaders:
- Anticipation and Prevention: Through predictive analytics, the system detects and alerts teams to potential issues before they impact the services used by customers.
- Direct Impact on Business Performance: By identifying issues in advance and enabling immediate corrective actions, customer satisfaction levels increase significantly, dramatically reducing churn rates and protecting company revenues.
- Real-Time Business Visibility: Provides the organisation with an immediate customer satisfaction indicator (CEI) without having to wait for the publication of official quarterly NPS reports.
- Operational Efficiency (MTTR): Automates root cause detection through an end-to-end view of the network, reducing Mean Time to Repair, optimising network operations teams’ workloads and lowering operational costs.
- New Commercial Opportunities: Delivers structured, predictive insights into customer consumption patterns, enabling marketing and sales teams to launch targeted campaigns or recommend tariff upgrades at the optimal moment.
Conclusion
The consolidation of 5G requires management tools capable of moving beyond historical analysis and towards predicting what lies ahead. Datadope’s technological approach represents a significant leap forward in technological maturity for the sector. This solution is not merely a technical tool; it is a strategic asset that enables executives to manage the network based on real customer experience, transforming terabytes of raw data into agile, profitable and proactive business decisions.
