Accurate prediction and recommendation of “next” actions in complex telecom service workflows are relevant to all global network providers. The increasing diversity of communication technologies means knowledge cannot be easily shared between all actors, leading to misunderstanding or errors. Linking ML models to explanation strategies will benefit experienced Telecom engineers, apprentices in training programmes, and customers who will see improved network uptime from faster task resolution. Existing user studies with BTF will inform our planned co-design activities in the iSee evaluation cockpit.
