Using artificial intelligence and a graphical network database to improve service quality in Telecom Australia´s customer access network

The systems used for Telecom Australia´s customer access network (CAN) maintenance largely determine the ability to respond to customer service problems. With increasing use of electronic equipment and optical fiber transmission in the CAN, an integrated maintenance approach has become essential. Access to real-time network status and network data is a prerequisite for an integrated system. Telecom Australia is currently capturing its network plans in a network database. CAN service quality can be enhanced by using these data with artificial intelligence systems at both the fault analysis level and at the customer interface. Coupled to a graphical display environment, these systems can assist in anticipation and clearance of CAN service failures before they affect the customer´s services. CAN faults, the network database, CAN systems, the expert system, the graphical interface, and customer support are discussed