NBN Co sets up new lab in hopes of resolving end-user faults more rapidly

THE NATIONAL BROADBAND SERVICE COULD BE IN FOR A TRANSFORMATION.

NBN Co has been in the spotlight lately, thanks to the myriad complaints rolling in from customers with regards to broadband speeds, or rather the lack thereof. After playing the blame game for a while, the company handling the national broadband service has set up a tech lab to help improve user experience. The lab will use the “existing capability to solve a complex problem” to provide “crucial insights about the way people are using the NBN network,” explained NBN Co’s chief systems engineering officer, John McInerney. The NBN lab will also utilise machine learning and graph technology to “help enrich the customer experience of services over the NBN access network and make our systems and processes more agile by synthesising massive datasets”.

The idea behind the setup is that, when a complaint is filed, the tech lab will help determine whether the fault can be resolved remotely and instantly, or whether a technician needs to be sent to the premises. NBN Co says this will enable the company to understand and quickly resolve the key factors that drive customer dissatisfaction, saving the end user from experiencing disruption in service.