Immediate payoff from automation investments is essential, and tools such as AXTRACT and AXWIFI provide substantial benefits to existing customer service and service quality operations, in addition to laying the foundation for full automation.

Telco customers have become increasingly familiar and comfortable with digital channels over the past decade, with research showing they are received positively by customers .

Customers already expect their telco to be fully informed about their service and situation and are becoming used to increasingly personalized responses to issues and enquiries.

The first stream in zero-touch service is the most fundamental: to minimize the need for customer actions by improving service quality management.

Customers naturally judge the quality of their network provider primarily through their day-to-day experience with predominantly WiFi-connected devices.

The boom in video streaming services, video conferencing and gaming has brought the role of fixed-line networks rapidly back to prominence, with higher-than-ever expectations of service quality and customer care.