NBN Launches Tech Lab for Collecting Data & Resolving Connection Issues
Australia’s NBN or National Broadband Network Company has
announced its new Tech Lab in order to help improve the experience of end
users.
The Tech Lab will be utilizing big
data, graph technology, as well as machine-learning capabilities in order to
help solve & map end-user connectivity issues.
This Tech Lab, once complete, will be
collecting as well as collating data on user experience through voluntary
surveys to be handed out to end-users, allowing NBN to discover patterns in
problems as well as user preferences.
Also, it will integrate NBN’s current
fault-reporting techniques.
Apart from these, it will also be
able to help determine whether faults need a visit from a field technician or
they can be resolved remotely & instantly.
“While for the majority, the
installation experience is positive when faults do occur, NBN’s Tech Lab will
help the team determine whether a fault can be dealt with remotely and
immediately, or whether a field technician needs to visit an end-user home to
resolve the fault,” NBN explained on Thursday morning.
“The Tech Lab will also help NBN better understand the key factors
that drive dissatisfaction and address them so people have a better
experience.”
The only data to be used by the NBN
Tech Lab would be available publicly or voluntarily submitted information, with
the company at present investigating the best platform to suit its needs.
As a result, NBN is looking into
potentially using open-source technologies Apache Spark, Flume, Kafka,
Cassandra, as well as Janus Graph for the project, alongside partner
technologies like Amazon Web Services S3 storage, RStudio, H2O.ai, as well as
ArangoDB.
“Our Tech Lab sees us utilizing
existing capability to solve a complex problem, and will help provide us with
crucial insights about the way people are using the NBN” said chief systems
engineering Officer John McInerney.
“Developing these insights will help
enrich the customer experience of services over the NBN access network and make
our systems and processes more agile by synthesizing massive data sets.
“Once the investigation and
implementation of the Tech Lab research is complete, we could, for example,
easily identify trends that occur in a failed activation in order to pre-empt
problems before arriving at a house.”
By simplifying as well as speeding up
the fault detection & resolution process, NBN is expecting to see
‘significant improvements’ in customer experience.
According to the company, its Tech
Lab became necessary as the NBN rollout gained pace to connect nearly 45,000
premises every week. The rollout is expected to be 97% complete by June 2019.
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