The Future of Artificial
Intelligence in the
Telecom Industry
HOW AND WHY?
AI can help to find their next
customers of telecom sector
Telecommunication is one of the fastest growing industries.
It is shifted from basic phone & internet services to high-tech and automated
environment.
Leading telecom organizations are investing in AI research and development,
implementation of AI tools and techniques to improve operations and increase
revenue.
BUT
Still telecom sector is struggling to figure out what type of AI applications are
used.
How much and at what level they need to invest in AI and emerging tech
innovation across leading telecom companies?
How much there is need to focus on AI to save their future?
Telecom sector is using AI in three
forms:
Speech Recognition
Voice apps and speech recognition technology
Network Transformation
Company’s software approach towards self-learning network fueled by
Artificial Intelligence
IoT and Big Data
To process the data in structured form
Why Telecom is using AI?
To improve customer service:
Big telecom companies use AI to manage all (1) “Online chats with
customers” and (2) voice interfaces, these are the most popular use-cases
of Artificial Intelligence in telecom sector.
AI chat bot is the gatekeeper, that analyze the request and guide to the
right direction.
AI helps telecoms to detect the problems and solve it by proposing the
right services, based on analyzing customers’ data to improve network
reliability.
Use of Drones and AI Software in
Telecom
Telecom sectors are using drone to take picture of top level of tower
Drone takes the live pictures of tower top in different angles and sends to
the technician’s [Engineer] desktop, where he can see actually in his
office, what’s going on in real time that saves time.
As drone industry is evolving, robotic industry is also evolving, AI industry is
evolving, at some point, they will merge and work together and
revolutionize the world of telecommunication.
Through this techniques, humans efforts can be used in much more
efficient way
Example of Verizon
In 2016, the company closed the year with reported consolidated earnings
of $126 billion which reflects a decrease of approximately 2.4 percent in total
revenue from the previous year.
Verizon announced in February 2017, the global launch of Exponent, a new
business and technology venture offering a portfolio of software and internet
platforms
AI
Big Data
IoT
Cloud Computing and Storage platforms
“With these techniques, Verizon personalized marketing campaigns, targeted
advertising, and deep customer engagement.”
There was 0.04% increase in revenue in 2017 and 3.83% increase in 2018
Source: PRNewswire
Implementation of Automated Sales
Assistant in Telecom Sector
In 2016, the telecom provider implemented an automated sales assistant
into its business model. The AI-driven assistant named Angie was designed
by Conversica, a company touted as “the only provider of artificial
intelligence-based lead engagement software for sales and marketing.”
The Harvard Business Review reports that Angie averages an estimated
30,000 emails each month and analyzes the responses to identify “hot
leads” (who we can assume are routed swiftly to salespeople without
much further waiting).
Angie can deal 99% of the emails response and only 1% is forwarded to
the Manager.
Customer Service
Customer service is a massive expense for any company with over a million
customers
Telecom firms will want to have a delightful customer relationship for their business
Now nearly every telecom uses artificial intelligence and machine learning to
improve its customer service primarily by using virtual assistants and chatbots.
Telecoms get a massive number of support requests for set up, installation,
troubleshooting, and maintenance. Virtual assistants automate and scale
responses to these support requests, which dramatically cuts business expenses
and improves customer satisfaction.
Chatbot is a gatekeeper, that analyzes the request, and guides to the right
direction and saves time
Customer Service & Example of
Vodafone & Nokia
Telecoms possess enormous amounts of data from customers.
With the use of AI and machine learning, telecoms can extract meaningful
business insights from this data so they can make faster & better business
decisions.
Vodafone – which has AI technology and saw a 68% improvement in customer
satisfaction – introduced its new chatbot TOBi to handle a range of customer
service questions. The chatbot scales responses to simple customer queries,
delivering the speed that subscribers demand.
Source: TechSee
Nokia started to invest in AI and developed virtual assistant Mika suggests
solutions to network issues, leading to a 20% to 40% improvement to its first-time
resolution rate.
Communications Service Providers
(CSPs) focused on AI Investments
Today’s communications service providers (CSPs) face increasing demands for higher quality
services and better customer experience (CX).
Forward-thinking CSPs have focused their AI investments on four main areas:
Network optimization
Preventive maintenance
Virtual Assistants
Robotic process automation (RPA) [PRA is a form of business process automation technology based on
AI]
These all areas are possible due to AI Applications.
Artificial Intelligence applications in the telecommunications industry use advanced
algorithms to look for patterns within the data, enabling telecoms to both detect and
predict network anomalies, and allowing them to proactively fix problems before
customers are negatively impacted.
AI-driven predictive analytics are helping telecom sector provide better services by
utilizing data, sophisticated algorithms and machine learning techniques to predict future
results based on historical data.
The Future of AI in the Telecom
Industry
Artificial Intelligence applications in the telecommunications industry are
increasingly helping CSPs manage, optimize and maintain not only
infrastructure, but also customer support operations. Network optimization,
predictive maintenance, virtual assistants and RPA are all examples of use
cases where AI has impacted the telecom industry, delivering enhanced CX
and added value for enterprises.
As AI & Big Data tools and applications become more available and
sophisticated, AI can be expected to continue to accelerate growth in this
highly competitive space.
To maintain the leadership position in the industry, there is need a strong focus on
innovation, partnering with best-in-class technological solutions providers that
accelerate digital transformation and improve the Customer Experience by
providing quicker, simpler and more effective service.
Thank you
Author & Presenter:
Mrs. Aqeela Rahman
CEO & Founder
AI Thought Leader & Researcher
Cubent Ltd, UK / Cubent Services Ltd, PK
Email:
[email protected];
[email protected] [email protected]