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


APC Australia - - Technotes - Sharmishta Sarkar

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.

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