The rapid evolution of Artificial Intelligence (AI) and Generative AI (GenAI) has been nothing short of remarkable. From the broader perspective of digital transformation, which initially focused on enhancing customer experiences through technology, AI, especially Generative and Conversational AI, introduces hypercustomization, propelling us beyond the foundational goals of this transformation.
The future of telecommunications, powered by AI, extends beyond technological prowess to the creation of meaningful value for every individual it touches. The Mobile Ecosystem Forum’s report provides valuable insights, frameworks, and considerations to steer collective efforts towards a future enriched by AI in telecommunications.
Here is a summary of the report.
AI is actively addressing numerous fronts, consistently delivering and promising advancements. The critical question revolves around identifying the problems that AI can solve, focusing on creating operational efficiencies and enhancing the customer-facing side of the business.
At the operational level, AI utilizes machine learning to scale services in telecommunications, leading to a reduction in trouble ticketing and streamlined processes. This helps lower operational costs and gradually reduces human involvement. Suppliers play a crucial role in supporting core infrastructure changes.
On a broader scale, GenAI tools simplify content creation and consumption, providing a more user-friendly interface into various technological components. This allows businesses to establish and support their unique brand identity. Additionally, integrating personalized products into these offerings becomes a natural progression facilitated by these generic tools.
The challenge lies in effectively implementing AI to benefit businesses. Constraints related to data, sovereignty, and privacy require training models specific to the telecommunications industry.
Impact of AI in telecommunications
Reduction in ticketing: In the operational environment, achieving a substantial reduction in trouble ticketing by up to 90% is a practical goal.
Lower operational costs: Moreover, the claim of 30% savings through automation raises discussions about potential job reductions in a ZeroTouch environment, contributing significantly to lowering the operational costs of telecom networks.
Increased customer satisfaction and productivity: While the customer-facing impact of AI is less quantifiable at present, claims of productivity gains for contact center agents, reduced time for employees to create new service packages, and deeper insights into customer behavior hold the promise of enhanced customer satisfaction and retention.
Advancements made by individual suppliers in various parts of the telecom sector also indicate short-term benefits. Supplier-driven AI implementations will stimulate omnichannel activity, showcasing quick wins to senior management and the board. However, the substantial benefits for AI in telecom will materialize when data governance across the entire organization is rationalized, providing comprehensive advantages rather than isolated solutions.
The skills barrier
A significant barrier to AI adoption is attributed to shortages in skills. The challenge is not a lack of raw AI skills within the business but rather understanding where AI can enhance both operational aspects and service delivery to partners and customers. AI should be viewed as a complement to existing human roles, enhancing rather than replacing them. It is crucial to involve at least one real person in most activities to address potential misinterpretations and incorporate the human factor into decision-making. The absence of human input in a cycle, except in the most tightly closed-loop automation elements inside the network, should be flagged as an issue.
Wrapping up: Despite the telecommunications industry primarily focusing on fixed and mobile broadband, the supporting services surrounding these products stand to benefit from AI integration. This application of AI is expected to bring consistency across various interaction channels for both providers and users within the telecom industry. Additionally, leveraging AI to incorporate relevant content, payment options, and logistical enhancements will enrich the overall product experience for consumers and businesses alike. In essence, AI is poised to contribute Intelligent Data-driven capabilities to the telecom sector. While not a cure-all solution, AI can play a vital role in addressing fundamental challenges, reducing operational costs, and enhancing service quality and customer experience within the industry.
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