How Telecom is Leveraging AI and ML To Boosts Its Customer Experience

By Telecom Tech Outlook | Sunday, October 20, 2019

AI and ML have been in sync with the telecom industry to improve the quality and the method of handling customers.

Fremont, CA: AI and ML are largely ubiquitous at present, and almost all industries have welcomed the idea of capitalizing the benefits the technology has to offer. The telco industry is the head of this bandwagon as it utilizes AI and ML in several avenues of the business, from enhancing the network reliability to proactive maintenance. The largest players in the field have augmented AI and ML to its operations in innumerable ways. Some of the most common applications are:

• Customer Service and Satisfaction:

Most of the enterprises now use AI and ML to improve the customer experience primarily by leveraging virtual assistants and chatbots. Telecoms face massive demand concerning the setup, installation, troubleshooting, and maintenance. Virtual assistants scale and automate responses to the requests obtained dramatically, cutting down the expenses and enhancing the satisfaction of customers. For example, the telecom giant Vodafone reported an increase of 68 percent in customer satisfaction after implementing its chatbot TOBi.

Chatbots are programmed to analyze the requests, learn to route, and escalate the customer queries when necessary, identify the sales opportunities, and create awareness about other related products and services without any human involvement. AT&T, Verizon, Comcast as well as every other large-scale Telco uses AI for boosting customer service.

The capacity to present speech and voice services in the form of chatbots is made viable by AI and ML. It is not only powers the technology but also enlarges it with service offerings that speak and assist customers in navigating through the options. The voice remote is also helpful for people with disabilities and anyone who wants to search the net with voice commands rather than hitting buttons.

AI has reinforced the telecoms by identifying and reacting to problems along with the provision of suggestions for the right service based on the analyzed customer data. The customer data, including the details of historical info and personalized service, can also assist companies in innovating better products and services innumerable ways to market them and fulfill customer demands.

• Predictive Maintenance and Improve Network Optimization:

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By preventing outages, the telecoms can give what the customers want. Predictive maintenance powered by AI not only helps improve customer satisfaction but drives insights to help companies monitor its equipment, predict from the existing historical information, and also anticipate any cases of failure.

Network optimization is another facet that AI assists with, a Self Organizing Network (SON) fueled with AI can alter and design networks to enable adaptive and reconfiguration properties based on the needs of that to exist at the moment. With the capacity to self-analyze and self-optimize the networks, the technology is providing promising and consistent services.

• Robotic Process Automation (RPA):

The volume of customers the telecom industry deals with on a daily basis is massive, creating room for error in every step of the way. By automating contact points and business processes through robotic process automation, the iterative and rules-based operations are executed much efficiently than human executives.

• Fraud Detection:

ML algorithms can effectively determine fraudulent activities like theft or fake profiles, illegal access, and many more. These ML algorithms learn and re-learn the common activity so that any anomalies can be spotted even from large datasets, and much quicker than the human analysts. The technology takes less time than human analysts and also provides nearly real-time response to any anomaly that requires investigation.

• Data-Driven Business Decisions: Predictive Analytics:

Telecoms possess and handle enormous data generated from the customers. With the use of both AI and ML, these industries can extract insightful business ideas from the data to execute faster decisions that are of high clarity and much suitable in terms of business decisions. The crunching of data by AI supports the customer segmentation, customer churn prevention, and predicts the lifetime value of each customer along with product development, improving margins, price optimization, and more.

In conclusion, the AI and ML have the ability to retain and possess insights from vast datasets, organizing them to make the organization easy in terms of resolving issues, manage the day-to-day business efficiently and inflate customer satisfaction. The industry showcases a great example of how the adoption of AI and ML is beneficial for business and the company's.

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