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HOW AI IS TRANSFORMING TELECOMS

November 22, 2021
Telecoms

COVID has forced telecoms providers to rush through several years’ worth of
change in a single year. They’ve supported the home working revolution and the
attendant massive increase in bandwidth needs, and kept customer service
employees working when call centres were locked down.

But the pace of change isn’t slowing down. Communications service providers
(CSPs) need to transform further into agile and efficient digital organisations.
As the rollout of 5G accelerates, they need to launch new services faster,
become more competitive, and cut their operating margins. This will call for a
fail-fast mentality, as nobody knows yet which 5G services will succeed and what
customers will really want.

CSPs will also need to speed up the rollout of 5G and broadband networks and
adopt innovative technologies such as edge cloud and Open RAN. To do this with
the speed and scale that 5G demands, they’ll need to simplify and automate
network processes using AI.


PERSONALISED CUSTOMER ENGAGEMENT

As customer expectations keep growing, it can be hard to keep customer value
high and costs low. AI can help you overcome these challenges by enabling you to
take the right action in every interaction. For example, it can:

 * Boost loyalty and retention by detecting when a customer is likely to leave,
   defining a budget based on their lifetime value and using multiple retention
   strategies
 * Boost revenue by anticipating customer needs in real time and upselling or
   cross-selling when the time is right
 * Boost subscriber growth by guiding customers to offerings that will interest
   them and creating a flawless multi-channel experience.
 * Provide proactive, personalised customer service across channels, such as
   resolving billing enquiries and guiding customers through setting up
   services.


INTELLIGENT AUTOMATION

Telecoms providers can combine AI with robotics and automation to increase
network capacity, roll out new 5G and fibre networks efficiently, or simplify
order fulfilment, all while keeping profit margins high and delivering value to
customers fast. Intelligent automation and robotics can:

 * Orchestrate, automate, and deliver customer orders
 * Build and deploy new networks faster
 * Automatically resolve network outages and events

AI is an essential tool for cross-selling and customer retention, enabling
companies to personalise and optimise customer interactions for every
individual, predict customer behaviour and proactively meet customer needs.

After 18 months of unprecedented challenges, telecommunications providers can
now turn the crisis into an opportunity if they adopt a fail-fast, learn-fast
mentality and invest in AI.




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