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Use of AI in Telecommunications is Critical to Organisational Success

AI in Telecommunications

AI in Telecommunications

AI in Telecommunications – Telco’s are using AI to drive down costs and improve customer satisfaction in a bid to protect core revenues

The adoption of AI in telecommunications shouldn’t come as a surprise as the telco industry is typically leading the charge when it comes to advances in technology as everything they do is measured in fractions of a second. AI is transforming the telecommunications industry in everything from improving network performance to automating customer service tasks and developing new products and services.

Today’s telecom providers are investing in AI and machine learning (ML) technologies in a bid to protect core revenues and drive margin growth in today’s competitive and economic challenging environments for operators.

The growing accessibility of conversational and generative AI solutions, combined with quick to deploy machine learning APIs from leading cloud providers, is making it easier for telecommunications organisations to leverage AI technologies so they can become more:

  • Cost and efficiency focused
  • Customer experience centric
  • Informed of market trends and customer intent

Today’s telco operators are using AI in a variety of ways. These include:

  • Optimising how they build, run and manage networks, reducing the need for human intervention in network configuration
  • Improving the productivity of field force personnel, customer service and retail associates
  • Delivering more personalised customer service experiences
  • Automate the resolution of customer queries

Bridging legacy and future operations

AI: the rewards on offer

  • In just 4 months with the aid of Amelia conversational AI, Telefonica, A Spanish multinational telecommunications operator, was able to field 100% of it’s annual hotline calls (72 million in 2018) in it’s Peruvian contact centre with an over 90% score on intent recognition and a reduction of 44% when it comes to abandoned calls.
  • A global telecom provider with 107,000 employees has utilised Amelia as the new face of it’s IT Service Desk supporting over 20,000 English speaking employees, having over 80,000 conversations and fielding first line support calls such as password resets, email issues, two-factor authentication, permission changes and more

AI in Telecommunications – AI applications currently making big waves in the telco sector.

AI in Telecommunications and Network Optimisation

As 5G networks roll-out, operators are using AI to build self-optimising networks that can predict network congestion and proactively re-route traffic to avoid outages. Using advanced AI algorithms, telecommunication operators can detect and predict network anomalies and auto-switch customers between carrier frequencies. All of which frees up engineering resources for more value-add activities. Telco’s are also using AI to prioritise site-level capacity investments based on granular and customer-level

AI in Telecommunications and Customer Service Automation and Personalised Engagement

Conversational AI-powered digital agents can answer customer questions about billing and service plans or resolve technical support issues. Freeing up customer service representatives to focus on more complex issues.

AI in Telecommunications and Revenue Growth

By anticipating customer needs in real-time and using AI powered analytics to provide hyper-personalised recommendations for customers (based on behavioural data such as number of devices and device feature or service usage), telecommunication operators are able to reduce churn risk and increase average revenue per user (ARPU) through smart upselling and cross-selling of their services by making the right offer at the right time and in the right channel.

AI in Telecommunications and Predictive Maintenance

The use of AI in telecommunications is critical in enabling predictive analytics that are helping telecoms monitor equipment and anticipate failure rates of hardware such as cell towers, power lines, data centre services and even products installed in customer homes.

AI in Telecommunications and Fraud Prevention

With the assistance of AI, telecommunication operators can detect anomalies in real-time and reduce telecom-related fraudulent activities such as unauthorised network access and fake profiles. With industry estimates indicating that 90% of telecom operators are targeted by scammers on a daily basis, this AI application has the potential to reduce the billions that are lost to these types of fraud every year. It can also detect and prevent SIM-swapping fraud protecting customers from potentially billions in damages

The rise and rise of AI in Telecommunications

  • By 2031 the value of AI in telecommunications is expected to hit around $38.8 billion
  • With telco networks set to grow by 73%, AI for telecommunication operators could reduce critical service incidents by 35% and network performance problems by 60%. It can also reduce energy costs by 15%

What’s Driving the Implementation of AI in Telecommunications?

Network optimisation, predictive maintenance, virtual assistants, fraud prevention and the identification of new revenue streams are all examples of how AI is helping deliver added value for telecommunication operators.

From undertaking more effective and successful customer management to improving care quality and how they deal with customers on a day-to-day basis, AI is enabling telecommunication firms to generate actionable insights and drive forward new ways of interacting with customers.

Telecommunication service providers are also using AI to drive operational efficiencies and optimise the operation of their communication networks. For back of house operations, they are now moving beyond the automation of repetitive finance and accounting tasks to predict when customers are likely to default or even rethink workforce management. Many are now using AI to boost their competitive profile by bringing new products and services to market more quickly.

But these aren’t the only areas that are benefiting from the application of AI in telecommunications.

AI in Telecommunications – IT operations

As IT environments grow more complex, dynamic, diverse and hybrid in nature and user demands escalate, IT operations teams are struggling to keep up with managing this interconnected landscape. To counter the explosive growth in data, complexity and user demands, IT teams will need to adopt an AI for IT operations (AIOps) platform that provides service driven autonomous remediation.

Enabling IT operation teams to solve complex IT problems, including performance, capacity and configuration issues before these impact on the business, today’s AIOps platforms empower IT teams to solve the complex IT operations challenges association with digital transformation.

AIOps uses big data analytics and automation to simplify how IT operations teams support and manage their increasingly complex IT environments. By automating mundane tasks, and providing actionable insights that includes predicting outages, AIOps tools enable today’s digitally powered enterprises to increase their system performance and uptime. All of which adds up to the greater availability of customer-facing services and a reduction in monitoring tool footprint that can save millions in terms of lowering the cost of maintaining and operating these tools.

AI in Telecommunications – With AIOps in Play, Telco Firms Can:

  • Maintain the security, availability and performance of network-enabled transactions
  • Assure services through incident prediction and automated remediation
  • Automate traditionally time-consuming tasks (patching, software updates and rollouts)
  • Significantly reduce incidents and outage times by identifying and solving issues fast
  • Gain end-to-end visibility of their digital infrastructure, including cloud and hybrid environments

But as Gartner observes, and is true with regards to AI in telecommunications, or any other organisation, implementing AIOps isn’t a walk in the park and identifying the right platform for the business’ needs is just the start. Reaping the potential offered by AIOps depends on having the right know-how and significant preparation of the infrastructure to support an AIOps implementation. If you are considering an AI First or Native AI methodology for your telco, you may need help on your journey, especially if you want to succeed, and do so on an escalated time-table.

When it comes to AI many telecommunication operators want to fast-track how they leverage the full benefits of AIOps and are turning to Managed AI Service specialists like Bell Integration to orchestrate the implementation of AIOps platforms that are fine-tuned exactly to their individual environments, run them, and optimise them ongoing. Organisations that have utilised managed IT services in the past understand the cost savings as well as financial rewards that can be obtained by using a managed service methodology for the handling of their AI or AIOps programs. In fact, when it comes to AI in telecommunications, both the costs, if not handled properly, or the rewards, if successfully implemented, can be great, and the difference between winning and failing comes down to having the right people, the right data, and the right knowledge in terms of where, when and how. You can tap that experience immediately when you opt for AI Managed Services over in house development. Let Bell help you on your journey.

AI in Telecommunications – The AI IT Service and Help Desk

Running a hassle-free IT service desk was a challenge before hybrid and remote working became the new normal. However, changing workplace behaviours and the growing use of end-user collaboration tools means that IT support requirements have significantly escalated.

Resolving user-specific issues fast – and first time – is key for limiting employee downtime and boosting productivity. But with ticket volumes increasing, organisations need to find a way to transform their IT service and help desk with cost and performance optimisation in mind.

Today’s AI-powered help desk solutions can resolve a number of basic day-to-day end-user queries and requests including:

  • Password resets
  • Outlook configuration and trouble shooting
  • Issuing new/replacing lost equipment
  • VPN management and configuration
  • Set up and unlocking accounts
  • Open, close and manage IT support tickets
  • Provide level 1 and 2 automation and support for IT, networks and databases

The utilisation of AI in telecommunications is enabling telcos and communication service providers (CSPs) to accelerate self-service, respond to FAQs and provide intelligence suggestions based on a user’s role 24×7, today’s AI digital agents using Conversational AI are able to take care of a multitude of tasks. Escalating complex or more challenging scenarios to a live human specialist who is instantly furnished with all the information they need to get up and running fast when it comes to troubleshooting an end user’s issue.

However, AI services for telecommunication operators needs to be implemented with skill if they are to perform as expected – digital agents can’t function or efficiently orchestrate service resolutions if they haven’t been appropriately and securely initiated.

AI in Telecommunications – Why Bell Integration for Your AIOps and IT Service Desk Implementations

Our cloud-based AI service platforms makes it easy to implement AIOps and an automated digital workforce at speed and at scale.

Powered by Amelia AI and automation, and complemented by our highly skilled support teams, Bell Integration’s AI IT Managed Services give you a fast and streamlined way to incorporate a fully ITIL-aligned IT Help Desk and AIOps framework that frees up your IT personnel to focus on more value-add tasks. With Bell Integration your AI programs will be predictable in that they will have fixed outcomes, fixed costs, and be aligned with your timetables and requirements.

AI in Telecommunications – Lightening the Load with Bell

  • A leading retail bank with more than 15,000 employees has automated the handling of password resets, network connectivity, firewall support and the troubleshooting of business applications. 91% of users rated their experience as ‘good’ or ‘very good’.
  • Our AI managed services generate a 30% cost reduction in service desk costs.
  • Tier 1 support tickets can be answered in under 30 seconds with a digital worker.

AI in Telecommunications – Managed AI Programs can;

  • Automate up to 80% of routine service requests and deliver services 24×7 anywhere in the world
  • Dramatically reduce ticket costs
  • Initiate automated incident process flows with escalations to internal sponsors and third parties
  • Automate system and service monitoring, reporting, governance and traceability

With properly executed AI programs in place, banks can monitor, manage and support Tier 1-4 incidents as well as service requests, configuration and decommissioning services. Giving you everything you need to support your extended environment – cloud, physical and virtual servers, storage and backup, database management, networks, routing, firewall security, wireless and desktop management. What are you waiting for, call Bell Integration today for a free consultation to see just how far we can take you with AI!