Vodafone Spain has launched, together with the Galician firm Optare Solutions, a new technological initiative based on artificial intelligence (AI) that allows it to detect potential failures in the fiber connection of its customers in advance, even before they notice any incident in the service.
According to the telecommunications operator, this predictive approach makes it possible to locate various situations in the network that may lead to connectivity problems in advance, facilitating the adoption of preventive measures to minimize the direct impact on the user experience.
The solution, which has been fully operational on Vodafone's fiber network since last April, relies on Augura Tech, the AI-specialized platform developed by Optare Solutions.
Through this system, an AI tool reviews daily the status of the fiber service for customers and forecasts which lines are most likely to experience a technical incident in the following hours, automatically applying preventive actions.
The project started with a prior proof of concept in collaboration with Optare Solutions, in which the capacity of predictive models to recognize patterns linked to the degradation of the quality of connectivity service was verified.
Fewer breakdowns and more efficient customer service
Since the deployment on the network was completed, this anticipatory capacity has allowed for a 25% reduction in incidents related to the equipment installed at the customer's home or office, also reducing the need for reactive interventions.
In addition, the continuous analysis of the collected information enables Vodafone to identify which specific circumstances provoke repeated calls and contacts with customer service, allowing it to act more effectively and prevent these cases from recurring over time.
In light of the results achieved in this deployment, the company is considering extending the use of this technology to other types of technical incidents and to different areas within customer service.
"Artificial intelligence is transforming the way we ensure the best experience for customers. Thanks to this solution, we can analyze millions of signals coming from the network and customer devices to proactively identify situations that could lead to an incident and act before they occur," said the director of technology and operations of Vodafone Spain, Julia Velasco.
For his part, the general director of Optare Solutions, Luis Alves, stated that AI is truly useful when applied to specific day-to-day problems of customers. "Together with Vodafone, we have demonstrated that it is possible to anticipate incidents and act before the customer notices the problem. It is a first step in a gradual evolution towards more proactive operations, which we will be able to expand with new use cases," Alves emphasized.