EXECUTIVE INSIGHT
AI IN TELCO
Susan suggests that , by harnessing Gen AI in conjunction with the telco ’ s domain knowledge and data , operators can :
• Lower costs by improving first contact resolution and decreasing cost per contact . On the network and business operational side , fewer specialised staff will be needed .
• Achieve real-time support for designing new services , configuring systems , and troubleshooting through the use of virtual assistants .
• Increase revenue through the rapid creation of business ideas ( offers , promotions , discounts , etc .) for quicker sales conversion .
• Enrich anomaly detection by correlating unusual behaviour across multiple network domains .
Q . WHAT ARE SOME OF THE BENEFITS FOR TELCOS THAT UTILISE GEN AI ?
» “ While Gen AI has the potential to significantly increase productivity across the telco business and greatly enhance the customer experience , especially in customer care , sales , and operations , the real value of Gen AI lies in its ability to tap into the telco ’ s business support system and operations support system ( BSS / OSS ), data and knowledge base systems .”
Q . HOW CAN TELCOS BEST OVERCOME CHALLENGES POSED BY GEN AI ?
» “ Regardless of the industry , there are many challenges associated with the widespread use of Gen AI .
“ This is especially true for the telecom industry who face unique obstacles . Choosing the right model strategy is the first hurdle operators need to address . On-premise custom models appeal to some operators to alleviate security concerns . However , these models require considerable training data ,
22 May 2024