Today’s communications service providers (CSPs) face increasing demands for higher quality services and better customer experience (CX). Telcos are capitalizing on these opportunities by leveraging the vast amounts of data collected over the years from their massive customer bases. This data is culled from a range of channels, such as:
detailed customer profiles
service usage, and
Telcos are also harnessing the power of AI to process and analyze these huge volumes of big data. Utilizing AI in telecom companies, allows them to extract actionable insights and provide better customer experience, improve operations, and increase revenue through new products and services.
More info: CSPs are investing heavily in AI
Four Ways to Use AI in the Telecom Sector
Forward-thinking CSPs have focused their AI investments on four main areas:
Robotic process automation (RPA)
In these areas, AI has already begun to deliver tangible business results.
AI for Network Optimization
AI is essential for helping CSPs build self-optimizing networks (SONs). These give operators the ability to automatically optimize network quality based on traffic information by region and time zone. AI in the telecom industry uses advanced algorithms to look for patterns within the data, enabling telcos to both detect and predict network anomalies. As a result of using AI in telecom, CSPs can proactively fix problems before customers are negatively impacted.
AI for Predictive Maintenance
AI-driven predictive analytics are helping telcos provide better services by utilizing data, sophisticated algorithms and machine learning techniques to predict future results based on historical data. This means operators can use data-driven insights to monitor the state of equipment and anticipate failure based on patterns. Implementing AI in telecoms also allows CSPs to proactively fix problems with communications hardware, such as:
data center servers, and even
set-top boxes in customers’ homes.
In the short term, network automation and intelligence will enable better root cause analysis and prediction of issues. Long term, these technologies will underpin more strategic goals, such as creating new customer experiences and dealing efficiently with emerging business needs.
Robotic Process Automation (RPA) for Telecoms
CSPs have vast numbers of customers engaged in millions of daily transactions, each susceptible to human error.
What is Robotic Process Automation (RPA)?
Robotic Process Automation (RPA) is a form of business process automation technology based on AI. RPA can bring greater efficiency to telecommunications functions by allowing telcos to more easily manage their back office operations and large volumes of repetitive and rules-based actions.