From customer service to delivery, from personalization to product quality, from complaint handling to social responsibility, customers are expecting a first-class experience from service providers, wherever and whenever they interact with the business. If customers receive anything less, they will seek a competitor that meets their expectations.

Through automation and artificial intelligence, telecoms increase their service quality, while reducing their operating costs.

Telecom operators are in a good position to develop AI through three key advantages: big data resource, exploiting breakthroughs in AI field and a broad customer base.

The best service is no service

Currently, one of the main AI drivers in Telecom companies is delivering better customer experience and followed by reducing OpEx by driving automation.

The reality is that most of the time with customers is spent on problems, but to be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. This means that ideally, everything should work perfectly and problems would be eliminated before they arise. It can be a problem with billing or network, purchasing a new product or connecting with the right representative. This could all be prevented by implementing various AI models.

But improving customer experience and speed of service can be only the beginning. Telecoms next big step is an AI-defined network, where the goals and limits are set by providing customers the experience they actually need, the network control software would structure the network based on existing conditions. Using AI in such content allows to reduce human intervention to configure, provision and maintain networks and help telecoms to reduce operating costs while allowing to onboard customers faster while making bringing new products and services to market in a shorter time.

How telecoms can benefit from AI

We have mentioned already different solutions how AI could impact the telecoms industry but let’s have a closer look at how MindTitan has helped telcos overcome their different challenges:

Optimize customer service

  • Chatbot telecoms — Chatbots enable telecommunications companies to solve customer problems quickly by integrating with the website and receiving several relevant data inputs about the customer. Read more…
  • EmailBot — makes email support easier. Having a bot reply with answers or follow up questions. Routing other emails to the right people the first time. Read more…
  • CallBot — AI bot will ask customers for their problems, transcribes calls in real time, then routes the call appropriately. Read more…
  • Call Analyser — helps to gauge agent performance and assist with coaching, while measuring customer sentiment. Read more…
  • Contact prevention — helps to predict when & why customers might contact you. Automation tools help to encourage self-service or provide immediate solutions. Read more…
  • Omnichannel Analysis — helps to analyse communication and build models across every channel to communicate with customers. Read more…

Grow sales

  • Intelligent sales — helps to provide salespeople with optimal upsells & cross-sells. Read more…
  • Customer lifetime value — helps to model B2B & B2C customers to understand spending and growth patterns. Read more…
  • Customer rescue — helps to get customers back with beneficial lifetime value by using client-specific price points with an extended sales NBO model. Read more…

Network technologies

  • Customer experience index — helps to understand how customers experience your wireless network. Whether or not they tell you. Read more…
  • Network fault prediction — helps to predict network errors and proactively take corrective action. Read more…
  • Fault Grouping — helps to reduce alert noise. AI model will understand vast alert & alarm systems to provide more meaningful alerts. Read more…

Business operations

  • Revenue assurance — helps to guard your business against systemic failures where hard-coded and hand-set rules do not help. Read more…
  • Infrastructure planner — helps to find the optimal balance between improved customer experience and return on investment when building or improving infrastructure. Read more…

Learn how telecoms can start with an AI strategy > Continue reading

Source: Artificial Intelligence on Medium