Artificial intelligence is a term used to refer to computer systems that can perform tasks normally reserved for humans. But recently, AI has appeared on the brink of revolutionising industries like law, healthcare, manufacturing, and telecommunications.
One report found that 72% of respondents in the telecommunications, media, and technology industries expect AI to significantly impact product offerings in the next five years. AI is guaranteed to impact customer-facing activities like automation, marketing, support and service, along with supply chain management and IT.
84% of respondents said they believe AI will enable them to sustain or obtain a competitive advantage.
The telecom industry is ripe for AI disruption, and we can expect it to be used in the following ways:
Analytics
AI can be used to better understand network status or user behaviour. Marketing teams can also use AI to position their service plans and pricing tiers and ensure customer satisfaction.
Orchestration
AI will be able to accurately predict network trends, leading to significant improvements in uptime and network health, significantly improving user experience.
Network Optimisation and Deployment
Self-optimising networks are key for NFV and 5G networks. AI will be used to continuously monitor and optimise telco network configurations, according to metrics like user behaviour and traffic volumes. AI will also be able to forecast future user trends and predict traffic patterns.
SDN Controller
Teleco network traffic may eventually be controlled by one SDN controller that has AI functionality. That would mean that traffic is efficiently and proactively routed, faults are bypassed, and network outages are minimised.
AI Now and in the Future
In the next few years, we can expect telcos to use chatbots or digital assistants. Right now, businesses are using chatbots to provide customers with product information, answer questions, take payments, and pass enquiries on to the right team or person.
In April this year, Vodafone announced the arrival of TOBi, it’s new chatbot. Not only does this chatbot help customers online, but it will be introduced to the messaging service on the My Vodafone app. TOBi can handle a range of customer-service issues and questions, including order tracking, troubleshooting, and usage. It also speeds up responses to basic customer questions.
We can expect most telcos to soon be using chatbots to provide first-line customer service, answer questions, and provide information about outages.
When 5G is implemented, the nature of the networks will change. As people become increasingly urbanised, the network will have a huge number of patterns which are difficult for humans to manage. Not only is AI excellent at managing these types of patterns, but it’s self-learning, so will continue to improve.
By using AI and automation, telcos can significantly reduce operating costs, while improving the quality of customer experience and improving the speed of service. Some telcos are already using AI to do intelligent human tasks like deciding how to route traffic. But this is just the tip of the iceberg when it comes to opportunities for AI implementation.
Using AI to reduce human intervention for configuring and maintaining networks and services will allow telcos to provide better service, onboard customers more efficiently, and bring new services and products to market in a much shorter timeframe.
It’s important to remember that artificial intelligence is still very much in its infancy. And the lack of AI skills in the telco industry is likely to be a challenge. The sector will need to invest in training and recruitment so support AI implementation, expansion, and development.
One thing is certain: Telco businesses that implement AI early will be a step ahead of competitors.
Are you looking for a greener, more efficient way to power your telco business? We can help. Get in touch today to learn more.
