CASES

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USE CASES

CASE STUDIES

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Many broadband customers experience disconnection issues and automatically contact their service provider. However, most of the time, the provider lacks the proper tools to identify the period during which the signal was unavailable, as monitoring systems work with sporadic data collections throughout the day, making it difficult to analyze the problem.

In addition to the difficulty in analyzing the availability, the provider does not know the actual speed delivered to the customer, therefore, it is up to the user to complain and test the speed via online speed tests and report it to the representative.

Due to the provider not having the appropriate tools to diagnose the problem, it is not properly addressed for effective solutions, and often, customers receive service from the provider, but their problem is not resolved. To diagnose this problem, Beegol has developed real-time monitoring that allows for identifying when a customer’s connection drops and for how long it was unavailable. This raises the level of communication between the representative and the customer, enabling them to know when the drop occurred and when it returned, as well as correlating other parameters of physical data to identify the cause of the problem.
By adding availability monitoring, Beegol can test the speed delivered to the customer, allowing for proactive actions without waiting for the customer to contact the provider. In addition to directing all diagnoses to the correct solution and improving the customer experience, it meets Anatel’s requirements for broadband quality monitoring. Once the provider knows that there has been a broadband drop, they can act proactively to solve the problem and communicate with the customer. But in case the customer contacts the provider before that, all service channels have the condition to understand the problem that occurred and direct it to the appropriate solution. When these actions were tested on our customers, it was noticed a 25% reduction in sending unproductive visits, due to increased condition of solutions or correct direction to the right area.

Wireless internet networks are most affected by external interference, especially from other Wi-Fi networks.

Currently, the 2.4 and 5G networks are the most widely used, and a user’s Wi-Fi may be on a channel with interference, which impacts the speed and stability of the connection. The 2.4 network is the most affected due to its channel allocation characteristics.

Once the Wi-Fi channels go through any sort of interference, the user experiences problems with speed delivery and, most importantly, with connection stability. Beegol has developed an intelligence that identifies the best channel and automatically acts to adjust it, providing the customer with the best possible connection.
By applying our automatic channel switching routine, the action reduces signal interference, bringing greater speed and connection stability. In addition to improving the customer experience, it prevents the user from contacting the service provider to help with the corrections.
Many times, service providers do not have real-time monitoring of their customers and fail to identifying such drops, when the customer contacts the service provider, it is not known where and/or what the actual problem is and whats causing in delayed technician activation and problem resolution. With real time monitoring, Beegol is able to identify customers who have experienced problems, evaluate the type of problem and the common point of failure, all through AI.

By being more agile in solving the problem, there is greater accurancy in properly directing field teams. Also, our solution requires the service provider to proactively communicate with the customer about the situation, resulting in a significant drop in the numbers of operators being activated.

Many broadband customers experience disconnection issues and automatically contact their service provider. However, most of the time, the provider lacks the proper tools to identify the period during which the signal was unavailable, as monitoring systems work with sporadic data collections throughout the day, making it difficult to analyze the problem.

In addition to the difficulty in analyzing the availability, the provider does not know the actual speed delivered to the customer, therefore, it is up to the user to complain and test the speed via online speed tests and report it to the representative.

Due to the provider not having the appropriate tools to diagnose the problem, it is not properly addressed for effective solutions, and often, customers receive service from the provider, but their problem is not resolved. To diagnose this problem, Beegol has developed real-time monitoring that allows for identifying when a customer’s connection drops and for how long it was unavailable. This raises the level of communication between the representative and the customer, enabling them to know when the drop occurred and when it returned, as well as correlating other parameters of physical data to identify the cause of the problem.
By adding availability monitoring, Beegol can test the speed delivered to the customer, allowing for proactive actions without waiting for the customer to contact the provider. In addition to directing all diagnoses to the correct solution and improving the customer experience, it meets Anatel’s requirements for broadband quality monitoring. Once the provider knows that there has been a broadband drop, they can act proactively to solve the problem and communicate with the customer. But in case the customer contacts the provider before that, all service channels have the condition to understand the problem that occurred and direct it to the appropriate solution. When these actions were tested on our customers, it was noticed a 25% reduction in sending unproductive visits, due to increased condition of solutions or correct direction to the right area.

Wireless internet networks are most affected by external interference, especially from other Wi-Fi networks.

Currently, the 2.4 and 5G networks are the most widely used, and a user’s Wi-Fi may be on a channel with interference, which impacts the speed and stability of the connection. The 2.4 network is the most affected due to its channel allocation characteristics.

Once the Wi-Fi channels go through any sort of interference, the user experiences problems with speed delivery and, most importantly, with connection stability. Beegol has developed an intelligence that identifies the best channel and automatically acts to adjust it, providing the customer with the best possible connection.
By applying our automatic channel switching routine, the action reduces signal interference, bringing greater speed and connection stability. In addition to improving the customer experience, it prevents the user from contacting the service provider to help with the corrections.
Many times, service providers do not have real-time monitoring of their customers and fail to identifying such drops, when the customer contacts the service provider, it is not known where and/or what the actual problem is and whats causing in delayed technician activation and problem resolution. With real time monitoring, Beegol is able to identify customers who have experienced problems, evaluate the type of problem and the common point of failure, all through AI.

By being more agile in solving the problem, there is greater accurancy in properly directing field teams. Also, our solution requires the service provider to proactively communicate with the customer about the situation, resulting in a significant drop in the numbers of operators being activated.

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