AI to Reshape the Telecom Industry

By Telecom Tech Outlook | Wednesday, December 09, 2020

Artificial intelligence (AI) and automation can offer telecom companies a way to improve their customer experience. Companies must leverage these technologies to deliver a seamless customer experience anywhere along with an end-to-end conversation- from self-service channels (mobile, web, and IVR) to live agent interactions.

Fremont, CA: When it comes to customer experience, telecommunications might not be the first sector one can think of. During the coronavirus pandemic, the expectations for customer experience have been higher. While telecom companies have provided tremendous support in helping people sustain during such difficult times, there is still scope for betterment in customer experience.

In spite of the growing global dependency on reliable and fast connectivity, downward trends that have affected telecom companies for years continue to impact their present performance and hinder their potential to emerge stronger after the crisis. Slow growth because of declining ARPU (average revenue per user), industry saturation, competitive disruptions, customer churn, and the need to achieve a return on investment into 5G and other technologies all continue to impact the industry.

Artificial intelligence (AI) and automation can offer telecom companies a way to improve their customer experience. Companies must leverage these technologies to deliver a seamless customer experience anywhere along with an end-to-end conversation- from self-service channels (mobile, web, and IVR) to live agent interactions.

Even though some telecoms have deployed point AI or automation solutions, they have not yet been successful in creating the desired frictionless, end-to-end experience for customers. For instance, many self-service channels are still unaware of customer sentiments or intent, and nor they transfer this context as conversations move between channels. Agents have very limited in-call coaching guidance, or they do not have proper access to customer information, such as customers’ current equipment that increases average handle times as well as creates delays in order fulfillment. That is due to point solutions’ inability to cover an entire conversation, and instead, they create additional silos within the customer journey.

A Conversational Service Automation (CSA) platform in comparison utilizes conversational AI, robotic process automation (RPA), and workflow automation to bridge the gap between machines and humans as well as back office and front office operations throughout a conversation with customers.