35 database and so it was very hard to get a comprehensive view across the business ,” says Rice . The business quickly began a large-scale effort to build a data lake , or what Rice describes as a “ data ocean ”. “ This takes time ,” he adds . “ We built petabytes and petabytes of storage . That was just the first step . Then we had to work on refining our data models and bringing in new talent to manage it .” Sprint is already reaping the rewards of this investment . With the ability to address customer queries more swiftly , it can also identify any network challenges at the source – all thanks to data .
AI has also proven to be a useful tool for customer interactions . For instance , the technology is used for asynchronous messaging applications . “ This means if a customer has a question , a chatbot or AI will respond using common answers the system has learned over time ,” Rice explains . “ If the chatbot can ’ t answer the question , then a representative will step in . Since we ’ ve implemented this , our customer satisfaction on that channel has increased on a monthly basis .”
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