Case Study: China Mobile enhances broadband experience with Nokia AI and Analytics

China Mobile enhances broadband experience with AI

Nokia partnered with Fujian Mobile (FJMCC), a branch of China Mobile, which was facing low customer satisfaction and a high churn rate for its home broadband service. The customer's challenge was that traditional network KPIs failed to reflect user experience, and its methods for gathering satisfaction data were slow and unreliable, causing it to lag behind competitors.

Nokia implemented its AI-driven Broadband User Perception Improvement solution to analyze data, predict issues, and identify root causes. As a result, Nokia helped FJMCC narrow its customer satisfaction gap with competitors by 90% and slash problem diagnosis time from 120 minutes to just 10 minutes. The solution also delivered substantial operational savings, reducing the need for site visits and cutting OPEX by an estimated 2.5 million euros per year.

China Mobile

LLin Wenzhou

General Manager of Network Division