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Digital Themes

AI in Telecom

AI in telecom has become more important as organizations and businesses are increasingly going remote and relying on the internet to communicate. Telecommunication companies adopted artificial intelligence in its early days to analyze and extract large amounts of data to provide better customer service, improve products and services and ultimately increase business. Virtual assistants and chatbots elevate the customer service experience, providing answers to immediate and common customer needs.

By gathering data from devices, apps and networks, AI and machine learning (ML) optimizes and builds customer profiles. Known as predictive maintenance, AI create successful systems to prevent service outages, monitor and fix equipment and improve customer service overall. Telecom companies also use AI to automate their services—robotic process automation (RPA)—and it helps streamline processes that are repetitive.

Telecom companies rely on artificial intelligence for fraud prevention. AI algorithms detect hacking, the creation of fake profiles and other suspicious account activities. 

AI in telecom was adopted earlier than most other industries and the immediate benefits include:

  • Lowering business expenses. Virtual assistants and chatbots cut company overhead through automation and reduce time spent on addressing customer service needs.
  • Retaining customers. AI-powered virtual assistants and chatbots serve customers immediately, creating happy, loyal clients.
  • Solving problems efficiently. Machine learning optimizes data to problem solve and help telecom companies make better business decisions.
  • Increasing sales. AI uses data to upsell and present products that are relevant to customers.
  • Optimizing networks. AI tools detect malfunctioning hardware and equipment and service outages quickly, saving time and resources.
  • Detecting fraud. AI algorithms alert telecom companies to fraudulent activity quickly and frequently.
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