How Does AI Change the Telecommunications Industry?


Thursday, 01 January 1970 03:30

How Does AI Change the Telecommunications Industry?

Over the past year, the COVID-19 pandemic has brought significant changes for telecom service providers. Service providers play an essential role in today's world, and they try their best to respond to the increasing demand for user bandwidth at any time and solve their problems in the shortest possible time. On the other hand, communication service providers (CSPs) have adapted well to these changes, but today's challenges have created needs for users. CSPs need to make their operating models fully agile, efficient, and digital. With the fifth generation of mobile networks (5G), the telecom industry needs to launch new services quickly, stay competitive and improve operating profit margins.

Today, huge investments are being made in 5G networks, and new products and services need to be explicitly created for these networks and gain market share. To take advantage of this, CSPs should accelerate the expansion of 5G and broadband networks and new technologies such as Edge Cloud (cloud ecosystem with storage and computing resources) and Open RAN (industry standards for radio access network interfaces). They can only do this with the speed and volume required by 5G to simplify and automate network processes.

Telecom companies need solutions based on artificial intelligence technology that allows them to provide new products and services more effectively whenever they want to and configure them based on their operations effectively.

Artificial intelligence is changing the telecommunications industry

Customer Interaction

With increasing customer expectations, new services (such as 5G), and sophisticated products and old technologies, telecom service providers struggle to create value for customers. Not only should they try to keep costs to a minimum, but they should also keep customers satisfied. The key to overcoming these challenges is to use a centralized decision-making engine based on artificial intelligence to take the right actions in real-time and in any communication channel. Despite their AI-based capabilities, they can:

Strengthen Customer Loyalty

Telecom companies can use advanced analytics and event monitoring to predict a customer's likely buying time. They can define a budget based on the lifetime value of products or services or use different methods to ensure their effectiveness.

Grow Revenue Through Upsell and Cross-Sell of Services

CSPs can increase the average revenue per customer (ARPU) by anticipating customer needs. Therefore, they will make a reasonable offer on the channel if needed.

Accelerate Subscriber Growth

Increasing the number of subscribers is critical to the success of the organization. Telecom companies must attract customers, guide potential customers to find the best product or service, and satisfy them with a flawless experience.

How artificial intelligence is changing the telecommunications industry

Proactive Digital Customer Service

Disconnection of customers can damage the net index of promoters (measurement of customer experience and forecast of business growth) and the organization's business. By combining AI-based decision-making with global automation, CSPs can provide active and personalized channels. This allows all groups, both customers and operators, to achieve the best results seamlessly. Examples of what the telecommunications industry can do much more efficiently are:

Resolve Invoice Inquiries

For avoiding costly calls to service centers and keep customers satisfied, the telecommunications industry must consider several aspects. Artificial intelligence-based capabilities such as real-time monitoring and pattern recognition can identify potential billing problems and then send a message to the customer.

By improving customer service, if the billing problem is due to fees and costs, the customer can log in to their account and quickly see anything changed. AI-based trend modeling can determine the best time to present a promotion.

For example, if a customer picks up the phone, operators will respond immediately as soon as possible. They can view details over time and be intelligently guided by scripts. In this way, operators can focus on customer interaction.

How artificial intelligence changes telecommunications

Set Up Guided Service

To make the best initial impact and make fewer calls to the service center, AI can create a self-directed service for various things, such as an Internet connection, to provide a better customer experience. Step-by-step visual instructions can help organizations successfully develop and launch a favor and allow customers to navigate challenges along the way quickly.

This leads to integrated customer service, greater customer satisfaction, and fewer calls.

Smart Automation

To increase network capacity and effectively deploy new 5G and fiber networks, telecom service providers can use artificial intelligence combined with robotics and end-to-end automation to simplify and digitize complex operations, maintain high-profit margins, and create value for customers. With intelligent and robotic automation, the telecommunications industry can:

Organize, Automate and Deliver Customer Orders

Telecommunications companies can optimize operations, reduce costs, and increase customer satisfaction with better communication between offices, partners, and customers across all channels.

Changing the telecommunications industry with artificial intelligence

Build and Deploy New Networks Faster

Telecommunication service providers can accelerate creating and operating fiber and 5G networks with intelligent automation. Case management, robotics, and low-code development capabilities can help them build critical infrastructure more efficiently, faster, and lower costs.

Automatic Network Troubleshooting

Telecommunications companies can take a holistic view of complex processes and analyze data related to business rules, costs, and other metrics to effectively address issues and solve problems.

Artificial intelligence is a vital tool for customer retention and complementary sales. The ability to personalize and optimize interactions for each customer, predict customer behavior, and be proactive about customer needs is invaluable.



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