Artificial Intelligence and machine learning technologies are recognized today for what they are: powerful tools to analyze data and automate tasks, not digital brains that will soon gain sentience.
Modern telecommunications companies have begun to integrate AI into their operations, decreasing labor costs and improving customer experience. In this article, we’ll look at the biggest telecom industry challenges that can be overcome with artificial intelligence.
Service Analytics and Prioritization
Telcos have the ability to collect lots of information about how customers use their networks and value-added services. From network utilization to A/B test results from software services, telcos can evaluate their own performance in a data-driven manner.
By effectively analyzing this data, modern telcos can focus their development efforts on areas that customers find frustrating or difficult to use. Additionally, they can make strong, data-backed decisions instead of guessing blindly.
Artificial intelligence gives telcos the tools they need to accurately analyze huge amounts of data and with limited human effort.
Customer Service
Rapidly improving natural language processing and voice recognition software has resulted in more automated customer service in lots of industries. E-care in the telecommunications industry can benefit from chatbots, voice assistants, and process automation to handle many simpler queries from customers.
Another significant advantage of AI in customer service is reducing the burden on human support staff. Most support and billing issues are simple enough for artificial intelligence to handle quickly, giving customers a better experience and allowing human support operators to focus on higher-difficulty problems.
Infrastructure Optimization and Maintenance
The infrastructure behind every telecommunications company provides a backbone for value-added and over-the-top services. However, as devices and networks get faster, telcos must continually fix and upgrade their infrastructure.
AI can help figure out where preventative maintenance and upgrades are needed before customers run into issues. For example, many kinds of equipment fail in a predictable manner. With the help of artificial intelligence, telcos can budget for equipment trouble before it happens, saving time and resources.
Through the use of network telemetry data, telcos can optimize high-traffic routes to decrease latency and improve speeds for common use cases like video streaming services.
Closing Thoughts
Artificial Intelligence has huge potential in lots of industries, especially high-tech ones like telecommunications. Telcos gather tons of data from both their infrastructure and their value-added services, giving artificial intelligence programs the ability to derive useful information from this data.
In areas like customer service, chatbots and process automation can significantly cut down on human costs while helping customers get their questions answered faster. Device activations, billing queries, and other common issues can easily be solved by AI with no human involvement.
With AI taking up the slack on repetitive issues, employees at telecommunications companies can spend their time more efficiently and bring more value to the company.
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