Launched in February 2013, France’s ultra-high-speed broadband plan aims to reach full country coverage by 2022 and thus offer high-performance Internet access to all households and businesses. In areas of high population density, private operators have committed several billion euros to deploying full-fiber networks. Faced with this ongoing colossal task, telecom operators are enlisting the help of specialist contractors to deploy the network and make the connections to the end customers.
Our priority is quality of customer experience. With Deepomatic we can achieve this, even when performing thousands of work orders every day. It enables our personnel in the field to focus on adding higher value.
By the end of 2018, Bouygues Telecom had already deployed 7.2 million fiber network sockets. To make the actual subscriber connections, Bouygues uses the services of a large number of contractors who perform several thousand work orders daily. With the cadence accelerating, it was difficult to ensure consistent quality. It was often necessary to organize repeat visits to connect a customer. Furthemore, it was not possible to inspect all work orders and only 5% to 10% of installations were audited.
Likewise, the surge in demand has been piling pressure on technicians who, due to lack of time to manage the most difficult situations, often failed to follow procedure. The network integrity as a result was deteriorating due to non-compliant installations.
Facing fierce competition, Bouygues Telecom wanted to differentiate itself by offering a superior quality of service and quality of experience.
Using a standard smartphone, technicians in the field take pictures of the installation where the physical connection is made between the subscriber and the access network. Deepomatic uses image recognition neural networks to analyze the images in real time and report anomalies such as unconnected fibers, wrong color coding, or non-compliant cable paths.
With analysis and recommended actions available instantly, technicians can fix defects immediately instead of having to plan rework later. In case of doubt, the application raises an alert and a technician can make the final decision. This makes it possible to concentrate their skills on the most complex cases only.
Deepomatic successfully identifies over 75% of defects and is improving over time. As the rollout progresses and the nature of equipment, processes and defects it encounters changes, Deepomatic’s algorithms adapt.
The project is currently centred on the work performed on street cabinets and equipment at the edge of the access network. It is being used for over 55,000 work orders per month. However, plans are underway to extend its area of application to other types of work orders.
Day after day, Bouygues Telecom offers its 20.5 million customers easy and full access to the best that digital technology has to offer, whether at home, with innovative Bbox routers, or on the move, thanks to a 4G mobile network which covers 99% of the population.
With over 8,000 employees and 500 stores, Bouygues Telecom aims to support this growth in digital uses for people and businesses all over the country. That is why it is playing a full part in the roll-out of fixed and mobile infrastructure in France. Arcep, the French telecoms regulator, named Bouygues Telecom the No.1 operator in rural areas in 2018. At the end of that year, Bouygues Telecom had 8 million FTTH premises marketed, with a target of 12 million in 2019 and 20 million in 2022.