The telecommunications sector is a competitive one — and it’s constantly facing various forms of disruption on top of tighter margins. The companies best able to survive and thrive in today’s communications landscape harness new technologies to solve problems, as well as optimize their performance and improve customer experiences. While trying to achieve all those goals along with driving revenue is no cakewalk, harnessing artificial intelligence (AI) can help.
Here are three examples of the benefits of AI for the telecommunications sector.
Improving Customer Service with Chatbots
Telecommunications is a customer service-heavy industry. Companies need to be ready to respond to a wide range of queries, from people with questions about their cellular plans to frustrated customers dealing with internet outages. Responsiveness, or the lack thereof, can easily make or break loyalty — whether it’s a potential first-time customer or someone who’s been an avid subscriber for a decade. People place a lot of stock in their experiences with customer service teams and aren’t afraid to share their experiences online for the world to see.
These conditions help explain why telecommunications companies are eager to optimize customer service without needing huge teams available around the clock. One emerging solution has been AI-powered chatbots, which are capable of handling many front-line customer inquiries in a personalized manner.
Here are some of the benefits of fortifying a telecoms customer service strategy with AI-powered chatbots, according to Chatbots Journal:
- Chatbots can handle repetitive, routine inquiries without needing to get a human agent involved. This frees up employees to work on higher-order tasks and reduces boredom.
- Chatbots can handle the first wave of customer inquiries during periods of high call and message volume, which helps companies avoid having to put customers on hold.
- Chatbots can pull information from multiple department and help customers with a wide range of issues, which is advantageous over the older model of having to transfer customers between departments.
- Chatbots are available 24/7.
- Chatbots can even use natural language processing to process human speech and help drill to the core of an issue rather than forcing customers to go through extensive menus to reach an agent.
- Chatbots can personalize service and present customized offers to customers, which can even increase revenue.
The end goals of implementing chatbots in customer service are to boost customer retention while reducing operating costs.
Driving Business Outcomes with AI Data Analytics
Telecoms companies are using AI-driven data analytics to discover actionable insights related to customer behavior and various facets of performance. While insights hidden deep within billions of rows of data can take hundreds or thousands of hours to discover manually, an AI analytics engine like ThoughtSpot’s SpotIQ can find them in minutes — or less.
Infusing AI into data analytics is helping telecoms capitalize on their stored data and bring previously overlooked insights directly into daily workflows. After all, decision makers can only act on these insights if they’re aware of trends, anomalies and relationships between various data points. AI-driven analytics tools can also help companies keep up with what’s happening outside their own performance. Performing routine telecommunications industry analysis can help companies understand and adapt to changes in customer expectations and overall trends facing the sector as they emerge.
Optimizing Network Management
One of the most problematic occurrences in telecoms is network downtime. Not only does network failure erode customer loyalty, but it can be costly to diagnose and fix depending on the cause.
According to experts from India’s Department of Telecommunications, AI-powered network management systems “have been able to directly issue orders which can be executed by network equipment… and it is possible to realize real-time monitoring of networks and services and intelligent management.” In other words, AI is helping minimize and correct downtime faster by acting as the “brain” of intelligent management systems.
Where is AI showing up in the telecoms sector? Customer service, data analytics and network management, among others.