2021 Trend Almanac: Technologies and trends that will dominate the business and consumer landscape. Get instant access
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: