Artificial Intelligence in Telecom

We are living in a highly competitive, highly dynamic artificial intelligence (AI) driven world. Nowadays, we talk more about Artificial Intelligence(AI) in every phase of our lives. The positive impact of the same can be seen in everyone's life, even in the industrial sector, medical sector, and many more.

Artificial Intelligence(AI) essence is seen in every industry like automobile, aviation, and Telecom. The positive aspect of Artificial intelligence(AI) has drastically changed the business models and the way companies manage their operations. This Artificial Intelligence(AI) essence is seen in the Telecom sector as well.

Business Process Automation in the Telecom industry has not remained untouched. Telecom companies are brainstorming more modern and automated ways of cutting their business operational cost and playing on the margins. The contact centers are getting automated with robotic processes, which in turn helped control the operational cost.

Every telecom company's operational model can be bucketed in OSS and BSS (OSS maintains network inventory, management, and operations. And the BSS handles Orders, Customer Relationships, and Billing management.)

Through AI algorithms, Telecom companies analyze market demands, record consumer preferences, and use all this data for their further analysis and research to offer the best and the right products to consumers. Telecom companies are working on more AI-enhanced models that can finetune their business processes and help them control and cut down their operational costs.

?In Telecom, the areas where AI can help accelerate :

(1) Network: Most of their cost is consumed on the network side, fine tuning the networks to get the best output is the aim. The Intelligence of the telco networks refers to the complexities involved in deciding how a call or data can be routed.

By injecting automation into complex decision-making processes, enabling predictive responses to real-time network scenarios, and significantly enhancing the overall network.

This is well said -? In Network planning, AI can help transcend network limitations by leveraging sophisticated algorithms to analyze vast datasets in real-time, allowing operators to anticipate changing demands with precision, resulting in more efficient network architecture and resource use.

(2) Billing Anomalies: More and more use of AI algorithms can be done in billing and mediation (rectifying the discrepancies in billing). By utilizing AI algorithms, telecom companies can swiftly detect and rectify billing discrepancies, ensuring accuracy and transparency in customer billing experiences.

(3) Mapping Promotions/offers: The AI can help in drafting custom-based; on-the-fly promotional offers for customers. With the efficient use of AI algorithms, custom-made offers can be offered based on past usage history. NBO (Next Best Offer) can be possible with the use of AI-powered recommendation engines.

Analyzing customer behavior and patterns and then suggesting personalized services and offerings.

(4) Complex Business Model and Marketplace billing: The BSS business processes are quite complex. One particular challenge in the telecom industry is?marketplace billing, which means making sure that the right providers get paid the correct amount for the exact amount of usage. This is tricky because M2M/IoT involves a lot of automation and complexity. To handle this, telecom players need a robust and flexible system for keeping track of accounts receivable and managing billing. This system should be able to adapt easily as the number of connections and devices increases. To bring more efficiency, the use of AI in modeling the processes and automating the processes is very important.

(5) Digital Customer Experience:? The support models and the processes should be AI-enabled which can help finetune them and add more efficiency and accuracy to the queries. Bucketing similar queries and providing auto-generated answers (Gen AI) can help reduce the turnaround time in responding to the queries to be addressed. Automate workflows, leading to faster support for customers and greater efficiency for agents.

Chatbots and Virtual Assistants - AI-powered chatbots and virtual assistants?can help provide an effective and efficient service experience. The 1st interface applications can be trained to answer FAQs and help resolve simple issues.

The most effective use of AI will be around developing intelligence on top of the data captured from time to time and making use of the same for further decision-making, analysis, and study.

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