Telecommunications, one of the fastest-growing industries, uses Artificial Intelligence and in several business operations to enhance customer experience, improve network reliability and predictive maintenance. Also, telecom companies implement AI-powered solutions to extract relevant business insights from massive amounts of data collected from multiple data sources. These insights enable them to offer better customer experience, scale up operations and impact overall revenue health of the organization.
Gartner predicts the use of approximately 20.4 billion connected devices by 2020. Hence, communication service providers (CSPs) across the globe are realizing and exploring opportunities to harness the power of Artificial Intelligence.
How Are Companies Capitalizing on AI?
Telecom companies leverage AI, Machine Learning and Predictive Analytics to collect and analyze huge data sets. Insights from collected data automatically detect failures in transmission resulting in quick corrective action. Automated support services help build transparency and deliver customer delight. AI applications complement Cloud operations such as IoT, email and database storage.
Many telecom companies across the globe are experimenting with AI and harnessing its capabilities. In this blog, we have listed the top 10 telecom companies leveraging AI.
1. AT&T
The company is transforming customer experiences using AI and Machine Learning applications. These applications have enabled the company to improve forecasting and capacity planning with field staff to deliver efficient customer assistance. Optimized schedules help technicians complete more tasks during the day and minimizes commute time thereby maximizing customer satisfaction. AT&T recorded a 7% reduction in miles traveled per dispatch and a 5% increase in productivity.
Additionally, a Machine Learning program has enhanced their end-to-end incident management process. The application detects network issues in real-time even before the customers get a hint of the problem. In this way, the company can manage 15 million alarms per day. AT&T is exploring the scope of AI and ML to deliver effective and efficient 5G network experience to its customers.
2. COLT
Sentio, COLT’s on-demand AI platform provides automated service optimization and network restoration. Leveraging the existing IQ Network, the platform supports dynamic real-time quoting, ordering and provisioning of high bandwidth connectivity between various customer locations – data centers, Cloud service providers and enterprise buildings. Customers gain full control and can flex bandwidth needs in real-time. Pricing options are flexible in this model. Customers choose plans on an hourly basis or for a fixed-term contract.
3. Deutsche Telecom
The company has developed a chatbot, Tinka, which is similar to a search engine. Continuous updates to search results help the company to provide round-the-clock assistance to customers in Austria. The icon of a young woman with long hair appears on the user’s screen, with a box below for typing the search query. Tinka processes about 80% of the queries. The unanswered queries are forwarded to a human customer support representative.
Vanda, another chatbot, focuses on NLP including semantics, customer support, and appropriate behavior. Hub:raum is another digital assistant developed by Deutsche Telekom. This chatbot answers questions about job offers facilitating personnel recruitment. It is fast, well-informed and available 24/7.
4. Globe Telecom
Globe Telecom combines ML with Cloudera to enhance Omnichannel customer experience, boost product optimization, and comply with the latest industry standards. Leveraging AI and Predictive Analytics the company uses insights to make informed business decisions quickly and design target-specific Marketing campaigns.
5. Telefonica
Aura, an AI-powered platform enables the company to develop a new customer relationship model with the help of personal data and other cognitive services. This platform helps business users to re imagine customer interaction, data transparency, personalized and contextualized customer support services, round-the-clock assistance and technical support.
6. Vodafone
TOBi, their Machine Learning chatbot, has launched in 11 markets and is quite popular. The company plans to launch in 5 more markets. In Italy, the chatbot has a huge market reach. It has automated two-third of the company’s customer interaction thus, enabling human support agents to focus on strategic tasks resulting in higher productivity and growth across the entire organization.
7. ZBrain Cloud Management
ZBrain an AI platform developed by ZeroStack analyzes private cloud telemetry storage. It is used for improving capacity planning, upgrades, and general management tasks.
8. Tier 1 Telecom Companies
Tier 1 telecom companies are implementing Aria Networks, an AI-based solution to automate and optimize supply chain operations. The solution leverages prescriptive analytics and automates design processes for telecom and OTT service providers.
9. Net Fusion
Net Fusion an AI-powered platform by Sedona Systems, optimizes traffic routing and quick delivery of 5G-enabled services like AR/VR
10. Nokia
Nokia launched AVA, a Machine Learning platform and Cloud network management solution. It improves capacity planning and predicts service degradations on cell sites a week in advance.
Future Scope
AI will be an integral part of the future digital marketplace. Increased adoption of AI in the telecommunication industry enabling CSPs manage, maintain and optimize infrastructure and support operations. The use cases mentioned in this blog exhibit the impact of AI on the telecom industry. It has enabled enterprises to deliver enhanced customer experience and boost business value.
As emerging technologies become more sophisticated and accessible, industry experts expect AI to accelerate growth in the business world. Are you ready to take the plunge?
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