Virtusa introduces augmented reality and AI in latest platform update

Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT services and solutions, is introducing new capabilities to help improve customer service while reducing average handling time.

Traditional Communications Service Providers (CSPs), wireless providers, internet, cable, and satellite operators, along with other managed service providers, typically have a large contractor-based field force that must be trained to diagnose and make repairs using a massive portfolio of products and equipment.

Virtusa’s Smart Field Force Management Platform addresses these issues by helping technicians quickly locate problems with minimal training.

Using AI, the platform provides guided resolution paths for frequently encountered issues. The application is able to automatically co-relate and initiate diagnostic tests based on the type of issues reported.

Using machine learning, the system is being trained to recognize 20,000 different devices. This allows field engineers to diagnose problems with minimal training.

Automated job closure notes allow better capturing of issue resolution in the field, which in turn enables better analytics for the product teams to improve product performance and capability over time.

Using the new Virtusa Smart Field Force Management Platform, CSPs can expect:

• More Efficient Workforce – Using route optimization and remote test and diagnostic capabilities to reduce field operations by 60%, while delivering 30% improvement in service engineer efficiency by identifying the main fault location and common faults.
• Save Time and Money – Up to an 80% reduction in CapEx by consolidating eight devices into a single mobile platform, making it quick and easy for service engineers to identify issues.
• Better Customer Service – Using detailed root cause analysis to reduce repeat service calls by 50%, while providing a 45% reduction in Customer-Premise Equipment (CPE) issues through guided resolution steps.

“Customers today have a wide range of options for how to consume products and services from CSPs,” said Frank Palermo, EVP, technology, media, and telecommunications, Virtusa. “Additionally, innovations around 5G will bring both immense opportunity and challenge. The Smart Field Force Management Platform will help improve customer service and reduce costs, enabling CSPs to better compete in this increasingly crowded market.”

For more information about this news, visit www.virtusa.com.