Using conversational AI to guard customer experience during network outages

September 15, 2022

According to market research, the conversational AI market is expected to reach $18.4 billion in 2026 at a compounded annual growth rate of 21.8 percent. Because of the pandemic year, maintaining business continuity with clients is critical, and conversational AI may be a helpful tool in an organization's customer service armory. Aside from cost savings, conversational AI elevates the customer experience to a whole new level.

In this blog, we are going to cover what Conversational AI is and how it can be used to guard customer experience during network outages.

What is Conversational AI

Conversational AI is a subset of artificial intelligence that use neural networks and machine learning to aid in the development of valued apps capable of interacting with clients via natural language. The technology focuses on holding a conversation while taking into account the variations in natural language inputs, allowing it to achieve genuine human interactions. At the consumer level, examples of conversational AI include smart speakers that accept natural language instructions and provide the desired response.

Cascading Impact of Network Outages

Many service providers in the connectedness industry deal with a significant number of calls related to network outages in this age of speed and consistency. Customers are dissatisfied because they are unable to predict these outages and notify them in advance. 

If proactive outage notifications are not received quickly, they have a cascading effect: 

  • A significant increase in contact center calls lengthens client wait times. 
  • NPS scores are lowered when customers are dissatisfied. 
  • Contact center operating expenses are increasing. 
  • Customers are more likely to switch if their reputation suffers. 

To address these hurdles and boost NPS, service providers must auto-identify outages and proactively schedule alerts. They require a sophisticated central platform capable of orchestrating seamless interactions between the contact center and customers. This is accomplished through the use of a "Two-way Conversational AI Framework", discussed later in this blog. 

Why Conversational AI

Organizations that include conversational AI in their customer experience mix may offer what their consumers want rapidly while maintaining company continuity. Down below are a few reasons why conversational AI is needed.

  • There is no learning curve because the contact is based on natural language, which eliminates the need for training. 
  • Conversational AI operates around the clock, unlike call centers, which have set hours of operation.
  • A lot of low-hanging tasks and mundane day-to-day queries are prime candidates for automation saving costs and improving the overall customer experience.
  • Conversational AI can be made available on multiple channels, such as mobile phone, web, IVR, smart speakers, or even smartwatches, making it device/technology-agnostic.
  • In the backend, an organization's data may be dispersed across many lines of business. If a conversational AI layer is built on top of it that accepts natural language input, the consumer gets a unified front-end experience. 
  • Enterprises may modify backend systems and provide a layer of abstraction to guarantee that any intentions to transfer to another technology do not negatively impact end users. 
  • Conversational AI also eliminates the strict synchronous communication structure.  

Conversational AI Framework for network outages

The Two-way Conversational Framework involves the following steps to generate seamless discussions between the contact center and customers:

  1. The first step is to create a single outage monitoring dashboard to record and categorize important events. This is achieved by constructing an Outage Monitoring Dashboard. This solution collects outage information from multiple monitoring systems, capturing node/device specifics. RPA BOT retrieves information about the afflicted nodes from the Outage Monitoring Dashboard and inserts the extracted facts into the outage database, where they may be checked, scheduled, monitored, and alerted to consumers.
  1. Second steps include scheduling notification. Validate outages automatically with the following entities:

  1. Outage Database: Use the RPA BOT to monitor the outage database and record the Impacted Node ID/Device name. Using RPA BOT, validate the retrieved information based on preset criteria. Use the extraction BOT to update the database and send a notification to the Notification BOT. To proceed, use the Notification BOT to retrieve the necessary information from the outage database.
  2. CRM Information System: Use RPA BOT to get client contact information from the CRM database depending on additional information collected from the Monitoring tool, such as Customer Name and Customer Contact Number.
  3. Technicians on the Field: Validate the outages by sending alerts to the appropriate stakeholders and obtaining confirmation, such as confirming an outage with a technician from a certain location. Following validation, utilize the RPA scheduler to arrange and assign RPA BOTs to inform impacted consumers depending on technology (copper, fiber, cable), impact frequency, and geographic area.

  1. The third and the final step is to use a conversational AI BOT to notify and engage consumers. After the outage has been recognised, integrate RPA BOT with the conversational AI engine to provide alerts to consumers. It keeps end users up to date on the progress of the service disruption and resolution. If the consumer has more questions, the bot may hold two-way dialogues utilizing conversational AI.

Benefits of Conversational AI during Network Outages

The effective application of the intelligent network outage prediction and two-way conversational AI framework can bring the following benefits to service providers in the different industry: 

  • Outage-related calls will be reduced by 54%. 
  • The cost of operations can be reduced by 25%. 
  • Increase agent output. 
  • NPS improvement


Conversational AI is bringing new opportunities to sectors such as customer experience, user engagement, and information access. Conversational AI is about more than simply obtaining technology; it is about having the proper collection of talent, designers, and technically skilled individuals to create the ideal experience. Adhering to recommended practices while deploying conversational AI can result in excellent results.

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Cloud GPUs: Cloud GPUs are remote data centers where you can rent unused GPU resources. This allows you to run your models on a massive scale, without having to install and manage a local machine learning cluster.

Lower TCO: Cloud GPUs require no upfront investment, making them ideal for companies that are looking to reduce their overall capital expenses. Furthermore, the cost of maintenance and upgrades is also low since it takes place in the cloud rather than on-premises.

Scalability & Flexibility: With cloud-based GPU resources, businesses can scale up or down as needed without any penalty. This ensures that they have the resources they need when demand spikes but also saves them money when there is little or no demand for those resources at all times.

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Impact of the Strong Dollar: Cloud Costs Increasing, Be Indian Buy Indian

Indian SMEs and startups are feeling the effects of the high dollar. These businesses use hyperscalers(MNC Cloud) who cannot modify their rates to account for the changing exchange rate. For certain companies, even a little shift in the currency rate may have a significant effect on their bottom line. Did you know, when the INR-USD exchange rate moved from 60 to 70 in December 2015, it had an impact of around 20% on Digital Innovation?

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What is a Strong Dollar?

A strong US dollar($) is a term used to describe a situation where a US’s currency has appreciated in value compared to other major currencies. This can be due to a variety of factors, including interest rate changes, a country’s current account deficit, and investor sentiment. When a currency appreciates, it means that it is worth more. A strong dollar makes imports more expensive, while making exports cheaper. Strong dollars have been a growing trend in the past couple of years. As the US Federal Reserve continues to hike interest rates, the dollar strengthens further. The rising value of the dollar means that the cost of cloud services, especially from hyperscalers based in the US, will rise as well. 

Increase in Cloud Costs Due to Strong Dollar

Cloud services are essential for modern businesses, as they provide easy access to software, storage, and computing resources. Cloud services are delivered over the internet and are typically charged on a per-use basis. This makes them incredibly convenient for businesses, as they can pay for only the resources they actually use. Cloud computing allows businesses to scale their resources up or down, depending on their current business needs. This makes it suitable for startups, where demand is uncertain, or large enterprises with global operations. Cloud computing is also inherently scalable and allows businesses to quickly react to changing business needs. Cloud computing is a very competitive industry and providers offer attractive prices to attract customers. However, these prices have been impacted by the strong dollar. The dollar has strengthened by 15-20% against the Indian rupee in the last few years. As a result, the costs of services such as storage and bandwidth have increased for Indian companies. Vendors charge their Indian customers in Indian rupees, taking into account the exchange rate. This has resulted in a significant rise in the costs of these services for Indian companies.

Why are Cloud Services Becoming More Expensive?

Cloud services are priced in US dollars. When the dollar is strong, the effective price of services will be higher in Indian rupees, as the cost is not re-adjusted. There are a couple of reasons for this price discrepancy. First, Indian customers will have to pay the same prices as American customers, despite a weaker Indian rupee. Second, vendors have to ensure that they make a profit.

Possible Indian Alternatives to Cloud Services

If you're looking for a cost-effective substitute for services provided by the U.S.-based suppliers, consider E2E Cloud, an Indian cloud service provider. When it comes to cloud services, E2E Cloud provides everything that startups and SMEs could possibly need.

The table below lists some of these services and compares their cost against their US equivalents. 

According to the data in the table above, Indian E2E Cloud Services are much cheaper than their American equivalents. The difference in price between some of these options is substantial. When compared to the prices charged by suppliers in the United States, E2E Cloud's bandwidth costs are surprisingly low. Although not all E2E Cloud services will be noticeably less expensive. Using Indian services, however, has an additional, crucial perk: data sovereignty.


The price of cloud services will rise as the US Dollar appreciates. Indian businesses will need to find ways to counteract the strong dollar's impact on their bottom lines. To do this, one must use E2E Cloud. The availability of E2E Cloud services in INR currency is a bonus on top of the already substantial cost savings. An effective protection against the negative effects of a strong dollar.

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Actions CEOs can take to get the value in Cloud Computing

It is not a new thing to say that a major transition is on the way. The transition in which businesses will rely heavily on cloud infrastructure rather than having their own physical IT structure. All of this is due to the cost savings and increased productivity that cloud technology brings to these businesses. Each technological advancement comes with a certain level of risk. Which must be handled carefully in order to ensure the long-term viability of the technology and the benefits it provides.

And CEOs are the primary motivators and decision-makers in any major shift or technological migration in the organization. In the twenty-first century, which is a data-driven century, it is up to the company's leader to decide what and how his/her organization will perform, overcome the risk and succeed in the coming days.

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  1. A Coordinated Effort

As the saying goes, the more you avoid the risk, the closer it gets. So, if CEOs and their management teams have yet to take an active part or give the necessary attention that their migration journey to the cloud requires, now is the best time to start top-team support for the cloud enablement required to expedite digital strategy, digitalization of the organization, 

The CEO's position is critical because no one else can mediate between the many stakeholders involved, including the CIO, CTO, CFO, chief human-resources officer (CHRO), chief information security officer (CISO), and business-unit leaders.

The move to cloud computing is a collective-action challenge, requiring a coordinated effort throughout an organization's leadership staff. In other words, it's a question of orchestration, and only CEOs can wield the baton. To accelerate the transition to the cloud, CEOs should ask their CIO and CTO what assistance they require to guide the business on the path.

     2. Enhancing business interactions 

To achieve the speed and agility that cloud platforms offer, regular engagement is required between IT managers and their counterparts in business units and functions, particularly those who control products and competence areas. CEOs must encourage company executives to choose qualified decision-makers to serve as product owners for each business capability.

  1. Be Agile

If your organization wants to benefit from the cloud, your IT department, if it isn't already, must become more agile. This entails more than simply transitioning development teams to agile product models. Agile IT also entails bringing agility to your IT infrastructure and operations by transitioning infrastructure and security teams from reactive, "ticket-driven" operations to proactive models in which scrum teams create application programme interfaces (APIs) that service businesses and developers can consume.

  1. Recruiting new employees 

CIOs and CTOs are currently in the lead due to their outstanding efforts in the aftermath of the epidemic. The CEOs must ensure that these executives maintain their momentum while they conduct the cloud transformation. 

Also, Cloud technology necessitates the hire of a highly skilled team of engineers, who are few in number but extremely expensive. As a result, it is envisaged that the CHRO's normal hiring procedures will need to be adjusted in order to attract the proper expertise. Company CEOs may facilitate this by appropriate involvement since this will be critical in deciding the success of the cloud transition.

  1. Model of Business Sustainability 

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  1. Taking risks into consideration 

Risk is inherent in all aspects of corporate technology. Companies must be aware of the risks associated with cloud adoption in order to reduce security, resilience, and compliance problems. This includes, among other things, engaging in comprehensive talks about the appropriate procedures for matching risk appetite with technological environment decisions. Getting the business to take the correct risk tone will necessitate special attention from the CEO.

It's easy to allow concerns about security, resilience, and compliance to stall a cloud operation. Instead of allowing risks to derail progress, CEOs should insist on a realistic risk appetite that represents the company plan, while situating cloud computing risks within the context of current on-premises computing risks and demanding choices for risk mitigation in the cloud.


In conclusion, the benefits of cloud computing may be obtained through a high-level approach. A smooth collaboration between the CEO, CIO, and CTO may transform a digital transformation journey into a profitable avenue for the company.

CEOs must consider long-term cloud computing strategy and ensure that the organization is provided with the funding and resources for cloud adoption. The right communication is critical in cloud migration: employees should get these communications from C-suite executives in order to build confidence and guarantee adherence to governance requirements. Simply installing the cloud will not provide value for a company. Higher-level executives (particularly the CEO) must take the lead in the digital transformation path.

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