How Artificial Intelligence is Transforming the Telecom Industry

Vishal Pratap Singh | Monday, 23 August 2021, 02:21 IST

In the time when there is high speed technology developed with advanced digitization, Artificial Intelligence (AI) is transforming the way of working of telecommunications industry. Telecom Industry has started utilising solutions provided by Artificial Intelligence to handle the increasing complexities of networks and the large amount of data generated by telecom industry. In fact, Artificial Intelligence has helped the telecom sector in redefining customer experience. Consequently, the global AI in Telecommunication market is expected to grow at a CAGR of more than 40 per cent till 2026.

“Telecom executives understand that a major shift is taking place and Artificial Intelligence is reshaping the way telecom companies evolve their business, be it the way networks operate, their way of engaging with customers and the way of finding new opportunities,” says Nandan Nilekani, Infosys Chairman.

Detecting Fraud

Artificial Intelligence uses the advanced algorithms to detect and predict the irregularities in network. Artificial Intelligence prevents the internal information system from threat before it damages the data of the organisation. Since, telecom industry has a massive data generation every day, Artificial Intelligence handles this data in a more secure manner.

Understanding the User

With the help of Artificial Intelligence, telecom industry is trying to process and analyse the large amount of data generated by users in order to extract actionable insights and provide better user experience by improving operations. Thus, by understanding the product and service requirement of the users, telecom companies can generate more revenue.

Improving the Network

Artificial Intelligence uses advanced algorithms to look for patterns within the data which enables the telecom companies to detect and predict the network deviations. This helps the telecom companies to proactively fix these problems way before it comes into the notice of customers and they start getting badly affected by it. AI gives operators the ability to automatically improve the quality of network based on the traffic information based on region and time zone.  

Virtual Assistant

Artificial Intelligence also provides the facility of virtual assistant to telecom companies. This technology provides human assisted support and conversational chatbots allow the users to receive the exact answers of their problems and thereby deliver customer service for 24 hours. Virtual Assistants are known to understand the problems or queries in a few seconds and solve them right away. Therefore, the time and efforts of the customers going behind to solve the problem are minimum. In fact, solutions like Natural Language Processing (NLP) are integrated by Virtual Assistants that help in improving conversation and hence solve the queries in less time.

Turning to Artificial Intelligence technology gives telecom companies an edge in the market as they can implement self service capabilities which help the customers to install, manage and operate their devices by themselves.

Robotic Process Automation (RPA)

Artificial Intelligence is the umbrella term for Robotic Process Automation (RPA). With the use of Robotic Process Automation in telecom sector, customer service, data quality, cost minimization and operational efficiency can be boosted. The efficiency of Robotic Process Automation can be leveraged to bring effectiveness to the telecom industry. Artificial Technologies has accelerated the rethinking of customer interaction to improve customer experience. Artificial Intelligence in the form of Robotic Process Automation has helped in decreasing the time employees spend on simple tasks and refocused them on more pressing issues. RPA frees up CSP staff for higher value add work by streamlining the execution of time consuming processes such as billing, workforce management and data entry.

Conversational Self Service

With the help of Artificial Intelligence, Telecom companies can deploy Conversational Self Service (CSS) to meet the latest needs of customers and solve their queries in a more empathetic way. Telecom companies can use CSS to remove the friction that is troubling their customers and automate their telecom journey which means services like paying bills, service enquiry, service upgradation, tracking usage, and many more. Conversational Self Service has the ability to enable real time analysis of customer context which includes their area of interest.

Therefore, it can be said that through Artificial Intelligence, telecom companies can get insights into the sentiments of customers and the way they are using Cloud Security Alliance to optimize the experience of customers.

Challenges for Telecom Industry to Implement AI

In spite of fast prevailing use of Artificial Intelligence in Telecom Industry, there are few challenges as well. The biggest challenge lies in implementing Artificial Intelligence into networking and privacy issues. There is lack of tools in the telecom industry which creates a problem in the implementation of Artificial Intelligence. To get the most out of Artificial Intelligence, telecom companies need to leverage technology that is capable of providing the most granular, high quality data related to performance, end user experience and the security of an organisation.

The Way Forward

With each passing day, the telecom companies are constantly trying to make their networks even more dynamic and responsive according to the demands that they face in terms of customers and internal operations. Artificial Intelligence has the capability to provide the needed facilities to telecom industry in order to gain advantage and thrive on the ever changing telecommunications market.

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