Enhancing ADSL customer satisfaction with fuzzy expert system case study: Chiang-Rai, Thailand

Customer satisfaction of ADSL internet service provider could be improved easily by using fuzzy expert system. The researcher developed application that used fuzzy technology for ADSL Internet Service Provider in Chiang-Rai, Thailand. The application read Signal Noise Ratio (SNR) and Attenuation values from each customer' ADSL router and use these two values as input of fuzzy expert system. The software used principle of fuzzy sets and Mamdani inference method to get final answer of which support level should the ISP provide to each customer at a time. There were 3 levels of service order, level 1 - do nothing (normal situation), level 2 - remote fix (not severe situation) and level 3 - on-site fix (severe situation). By routine checking, the application could report about ADSL situation of each customer. If support level was 3, the technicians in charge would be alerted automatically by SMS and Email with detail of that customer, so they could visit customer site immediately. By using this system, all stakeholders, such as customers, managements, technicians and specialists were satisfied since it could warn beforehand so technicians could fix fast and the maintenance cost was low.