How VA-enabled Apps will Transform the Telecom Industry?

Telecom Tech Outlook | Thursday, December 20, 2018

Telecom Artificial intelligence and machine learning have made a transformational impact on every industry. The telecommunication industry is adopting new technologies that help them improve operational productivity, streamline communication, and enhance customer experience.  The primary goal for the telecom industry is to improve the customer experience and reduce the churn rates which affect a company’s growth.

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The ABI Research says virtual assistants will help telecom industries accelerate CAGR by about 17 percent over the next five years also offering potential savings of $1.2 billion by 2022. AI applications will understand what kind of data is relevant for the users and they access it whenever and wherever they need it. Thus, the operating system will enable users to use natural language commands having access to entire device control and navigate applications. The UK regulator, Ofcom has fined Vodafone Company $4.6 million for falsely charging more than 10 thousand mobile pay-as-you-go customers for top-up credit.   They also had a record-breaking number of complaints that made them release TOBi, a virtual assistant app.

The virtual assistant also acts as a screening system as the simple requests are solved without staff involvement; this helps ease the workload and demand of the staffs there enabling them to work efficiently. Each conversation of customers is stored and analyzed for better two-way communication and improve the efficiency of the business. 31.5 percent telecoms are utilizing the current infrastructure, and 63.5 percent organizations are committing to AI investments, predicts IDC, a market intelligence provider. The investment in AI is leading telecoms to accelerate other deployments like multitalented chatbots Djingo and Nugu which are released by Orange and SK telecoms.

Telenor, a Norwegian multinational telecommunications company, has taken a different approach for AI developments; it has helped Norwegian University of Science and Technology (NTNU)  to establish a new AI research centre based in Trondheim. Amazon, Google, and Microsoft are at the forefront in providing self-serve AI applications in the cloud. Every other tech firm believes that AI is the tech for future, and with more research and advancement being done in AI and machine learning, it would not come as a surprise if these virtual assistants become a necessity.