Recently, Network Department of China Mobile Group released the 2018 "10 Excellent Practices" list, Sichuan Mobile installation and maintenance spirit among the award-winning excellent practices.
"Efficiency improvement of installation and maintenance" has always been one of the pain points of operators' network business, and the input of installation and maintenance has always occupied the main cost space of operators. Further analysis of installation and maintenance cost shows that the scheduling and support team of one-line installation and maintenance and its back-end occupy the vast majority of manpower input in the whole installation and maintenance process. In order to improve OPEX, there is a large room for improvement in installation and maintenance scheduling and support.
Sichuan Mobile and whale Science and Technology to create the installation and maintenance spirit, in the traditional support mode (installation and maintenance personnel directly docking support personnel), add intelligent installation and maintenance support robot, by the robot support demand diversion, to build an intelligent + artificial two-level support system. Through big data analysis of the number and duration of scheduling support work order, eight types of core key support work are summarized, including: Work order inspection, first-line problem consultation, network management data query, fault analysis and processing, etc., based on the "Internet +" artificial intelligence scheme, AI is applied to the actual service scene of installation, maintenance and scheduling support, creating a 7*24 close assistant, and realizing the transformation from the traditional artificial mode to the intelligent man-machine interaction mode.
Compared with the traditional support mode, the installation wizard introduces ASR, NLU, DM and TTS, intelligent dialogue robot, machine learning and other AI technologies on the basis of the traditional installation scheme to sort out the shortcomings of the installation process and improve the targeted optimization.
Rich knowledge, support carefree
Sichuan Mobile joined hands with Whale Science and Technology to sort out and summarize the knowledge of nearly 1,000 kinds of installation and maintenance support application scenarios in 26 categories, covering first-line problem interception of external installation and maintenance, authorization audit of operation functions, automatic taking over of common processing process of back-end support, intelligent recommendation of knowledge manual, fault cluster analysis, installation and maintenance training, etc. Scene application covers the whole process of installation and maintenance outside and back-end support problems.
Easy to operate, quick communication
The installation and maintenance wizard fully combines the AI ability, according to the actual production needs of the installation and maintenance work, provides a variety of operation modes such as voice and text, and supports the user's intention to quickly predict, accurate context understanding, agile initiative to ask questions, task direct, efficient business operation and comprehensive quality control engine. For "light cat power", "broadband fault" and other professional words can be accurately translated to solve the problem of communication at the same frequency.
Independent learning, intelligent upgrade
The installation wizard has the ability of independent learning. The unanswerable question is defined as the unknown installation problem. The unsolved problem is sorted out through the unsupervised active learning method of the wizard, which is enriched and added to the installation map, AI self-service processing and other applications, so as to continuously reduce the manual processing scenes and realize the concrete embodiment of data value.
In the future, Sichuan Mobile will continue to introduce intelligent technology into home broadband installation and maintenance, promote the change of the concept of human-system interaction, promote the upgrade of automation and business supervision tools, promote the quality of service and standardized management level, and transform the traditional home broadband installation and maintenance from labor-intensive to technology-intensive.
