Mariner xVu announced XpertVu Self Care, an application for service providers to improve subscribers' quality of experience (QoE) by enabling them to self-diagnose and repair. XpertVu Self Care is intended to provide an immediate diagnosis of issues impacting QoE, guiding the customer toward resolution and increasing their satisfaction with the service.
The new application uses Mariner's automated Investigator technology, which uses machine learning and artificial intelligence (AI) algorithms to pinpoint problem areas to reduce the number of customer care calls and truck rolls.
"When QoE is impacted, subscribers want instant resolution. Waiting on hold for a customer care representative can be extremely frustrating," said Marc Savoie, president of Mariner xVu. "Leveraging over a decade of insight and intelligence as the market leader in IP service assurance automation, we've launched XpertVu Self Care. This innovative new app makes it easy for consumers to track QoE for their entire service bundle, including service quality in their neighborhood and for their specific device types. In cases where customers are affected by an issue, XpertVu Self Care gives them the power to troubleshoot and quickly resolve it."
The app features a smart truck roll capability designed to let operators automatically detect when a field technician is needed and schedule an appointment without a call to the help desk. The software app's smart ticket capability tracks the customer's activity related to their immediate problem and provides live help via chat. It offers support for multiple access technologies and all services.