From the first signal a customer gives to the outcome you owe them, Customer Value Management runs the whole motion as one connected function. It reads behaviour, resolves one true view of the customer, and carries each decision through billing, retention, recovery and growth until it lands. Every decision is carried to the outcome it was meant to produce.
Signals about a customer arrive across usage, billing, NPS, telemetry, social and complaints, and never meet. This assembly ingests them continuously, resolves them to one customer, and turns raw events into a live signal the rest of the grid reads.
Every customer signal captured live and resolved to one identity.
Usage, billing, NPS, telemetry, social and complaint streams gathered onto the context graph as they arrive.
Chained agents resolve each event to a customer, enrich it, and score what matters now.
A live customer signal with the events, the resolution and confidence attached, read by every downstream assembly.
The same customer shows up as a different record in every system. This assembly resolves identity across MSISDN, account and household into one profile, so every decision downstream is about the same person.
One resolved customer across every identifier and household.
MSISDN, account, device and household records gathered onto the context graph.
Chained agents match records, resolve duplicates, and build the household graph.
One resolved customer and household with the linked identifiers and lineage attached, read across the grid.
Network health and customer experience are tracked in separate worlds. This assembly scores quality of experience, correlates network anomalies, and maps each incident to the customers it actually affects.
Experience scored and every incident mapped to the customer it hits.
Quality of experience metrics, network anomalies and service mappings gathered onto the context graph.
Chained agents score experience, correlate anomalies, and map each incident to affected customers.
The customers affected by each incident with the experience impact and evidence attached, routed to care.
Leakage is found in a quarterly audit long after the money is gone. This assembly reconciles call detail records live, detects leakage as it happens, and drives each case to recovery with the evidence attached.
Revenue leakage found live and driven to recovery.
Call detail records, rating, billing and contract terms gathered onto the context graph.
Chained agents reconcile usage to billing, detect leakage, and open the recovery case.
Leakage cases with the amount, the cause and evidence attached, routed to recovery.
Churn is confirmed after the customer has already left. This assembly detects churn risk live, triages the save desk, and dispatches the retention offer most likely to hold each customer.
Churn caught early and the right save offer dispatched in time.
Usage decline, complaints, competitor signals and tenure gathered onto the context graph.
Chained agents score churn risk, match the retention offer, and triage to the save desk.
At risk customers with the churn driver, the matched offer and confidence attached, dispatched to save.
Upsell runs on broad campaigns that ignore the individual. This assembly models propensity per customer, decides the next best action, and personalises the offer to the person, not the segment.
The next best action for each customer, grounded and personalised.
Profile, usage, propensity signals and the offer catalog gathered onto the context graph.
Chained agents model propensity, decide the next best action, and personalise the offer.
The next best action per customer with the propensity, the offer and confidence attached, ready to serve.
Fraud is confirmed in hindsight when the loss is already booked. This assembly detects SIM swap, IRSF and subscription fraud live, scores the risk, and opens the case before the damage spreads.
Fraud detected as it happens, across SIM swap, IRSF and subscription.
Usage patterns, provisioning events, device changes and known fraud patterns gathered onto the context graph.
Chained agents match live activity to fraud patterns and score the risk with confidence.
Fraud cases with the type, the driving signals and evidence attached, routed to the fraud desk.
Call quality is sampled by hand and coaching lands weeks late. This assembly scores call transcripts deterministically, tags the KPIs, and triggers coaching where it will move the number.
Every interaction scored deterministically and coaching triggered.
Call transcripts, interaction metadata, KPIs and quality rules gathered onto the context graph.
Chained agents score each transcript against the rules, tag the KPIs, and flag the coaching need.
Scored interactions with the KPIs, the evidence and the coaching trigger attached, routed to the lead.
When the network breaks, no one connects the fault to the customers owed a response. This assembly maps each incident to impacted customers and orchestrates the compensation and communication owed.
Every incident routed from network to the customer, with compensation.
Network incidents, service mappings, affected elements and contract terms gathered onto the context graph.
Chained agents map the incident to impacted customers, compute the compensation, and orchestrate the response.
Impacted customers with the compensation, the communication and evidence attached, routed to fulfil.
Enablement pushes everyone to the same channel and the same generic prompts. This assembly activates each customer on their preferred channel and nudges the journey step that matters next.
Customers enabled to self serve on the channel they actually use.
Journey state, channel affinity, usage and open tasks gathered onto the context graph.
Chained agents pick the next journey step, choose the channel, and activate the nudge.
The next journey nudge per customer on the right channel with the reason attached, ready to serve.
Assembly names, taglines and the Read, Reason and Deliver breakdown are from the OpenKnowra Customer Value Management brief and the live CVM build.
We will run it as your use case on Customer Value Management, composed from these assemblies, not a generic demo.