Catalyst Project
Mindreader – Phase III
Ensuring that a customer has the right product and/or plan is challenging at the best of times, but we know that customer needs and network conditions frequently change. Ultimately, understanding what a customer intends to use a service for is easiest to discover from their actions when they are interacting with their service.
In this third phase, the Mindreader Catalyst project proposes a deep connection, bridging the gap between a communications service provider (CSP)’s online channels and their network to create probes and triggers that understand when they may be failing to deliver on a customer’s expectations. Seeing that a customer is streaming video or executing a large backup and experiencing delays or an otherwise poor experience, the CSP can tailor the delivery of that service or offer plan upgrades that would alleviate their issues – or in some cases ascertain that a customer is not using their service to its full potential, enabling them to move to a lower plan and reducing CSP delivery costs.
Articles & blogs
Champions
Participants
Previous phases of this Catalyst
Phase I:
The Mindreader Catalyst will extend the TM Forum APIs with an Intent tag, enabling correlation of all events in a customer interaction as part of an overall intent episode. This allows Service Providers to make data driven decisions that can be tied directly to all experiences over the lifetime of a customer journey.
Mindreader Catalyst aims to improve CX by tracking customers’ intent through APIs
Champions: Telstra
Participants: Cloudsense, Infosys, Nokia
Phase II:
MindReader delivers connected commerce from the network to commercial engagements. It exposes an intent management API to learn customer intent during a buying or care journey, which is then used to offer next best action recommendations. Benefits include: needs analysis, personalized products and services, capacity planning, that meeting customer expectations, higher margins and retention goals.
Champions: Telstra
Participants: Cloudsense, Infosys, Nokia, Salesforce, Socia
Videos & Images
Mindreader: Phase III – Interview
Mindreader: Phase II
Team Photo 2018
Catalyst – Mind Reader