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AI Use Cases in Telecoms


Artificial intelligence (AI) used to be something we’d only see in sci-fi movies. It refers to building smart machines that are capable of performing tasks which typically, only humans can do. Today it is all around us and becoming ever prevalent in the world every day. In the telecommunications industry, it is no different. Areas such as customer service, process automation, maintenance and decision making are all changing and improving with new technology. In this article we look at four AI use cases in telecoms which are happening right now.

What are the current AI use cases in telecoms?

AI use case: customer service

Customer Service: One of these uses is customer service through virtual assistants. These are used by most big telcos as a way to connect with customers, at minimal cost. Virtual assistants have been taught how to automate one-on-one conversations. Their uses include handling complaints and managing support requests for maintenance, installation and other services the company may offer.

As there can be large numbers of requests, it can be difficult for humans to manage these. AI offers a solution by cutting expenses and saving time for these teams. With humans, there is a limit to team size, working hours and emotional resilience. Using virtual assistants means that the work can be carried out 24/7, which is great for customers who often want quick results. Some chatbots can even detect whether the customer is angry or frustrated and will choose the best response to the situation.


AI use case: process automation
Robotic Process Automation: The second use of AI in telecoms is robotic process automation (RPA). With monotonous, time-consuming tasks such as data entry, order fulfilment, management of staff and billing, human error can happen often. The nature of the telecoms industry means there are a lot of these types of tasks. Using artificial intelligence will streamline repetitive processes as it will not get tired or lose attention doing these tasks. Human error is eliminated and the tasks are be completed in much shorter times than a human is capable of doing.

AI use case: maintenance
Maintenance: Another use of AI in telecoms is predictive maintenance. By keeping track of current conditions of systems, artificial intelligence can use algorithms to forecast future results. Using this data they predict equipment failure, which may not otherwise be apparent to humans. Alerting teams to malfunctions enables them to locate the problems and respond in reasonable time. Companies will be able to work ahead of problems and so will avoid failures in the system. This means that a more efficient system is in place for staff and customers alike.

AI use case: decision making

Decision Making: The final use of AI in telecoms is gathering huge amounts of data from customers. These insights provide telcos a greater understanding of their customers and their habits. Without AI, people would have to sift through masses of data and make analyses themselves. This would take a lot of time and effort from teams. Artificial intelligence, again, saves expenses by reducing the need for manpower.

From the data, business leaders can look at the analysis and make important decisions for the company. With the data acting as a solid foundation of the decision making, these leaders will have greater credibility in their choices. As AI can process figures much more quickly than humans can, this means that telcos will have important statistics as soon as possible, giving them opportunities to continually improve their business.

What does this mean for the future of telecoms?

As highlighted above, artificial intelligence is already making an enormous difference to how telecom companies work. Virtual assistants, process automation, maintenance and data analysis all have their benefits and offer opportunities for processes to become more streamline. In turn this allows telcos to work more efficiently and provide customers with solutions faster.

As artificial intelligence continues to evolve and become ever more present in the world, we can expect to see these tools becoming more available. With ongoing developments in the technology, we would expect to see AI to continually grow at an accelerated rate in coming years.

Sources: TechSee, Forbes

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