The telecom industry is at the forefront of technological growth, with mobile and 5G broadband services leading the way in the Internet of Things (IoT) era. This growth is expected to continue due to telecoms’ rapid adoption of artificial intelligence (AI).

AI is playing an increasingly important role in the digital transformation strategies of telecom companies. AI is helping telecom companies to address the key challenges they face today.

CSPs focused on the future have invested in AI to address their challenges. In these areas, AI has already helped them achieve specific business goals.

1. Network Optimisation

As 5G networks began to roll out in 2019, AI became essential for helping CSPs (communications service providers) build self-optimising networks (SONs) to support predicted growth. These networks allow operators to automatically optimise network quality based on traffic information by region and time zone.

AI in the telecom industry uses advanced algorithms to look for patterns within the data, enabling telecoms to detect and predict network anomalies. As a result of using AI in telecom, CSPs can proactively fix problems before customers are negatively impacted.

2. Predictive Maintenance

Telecom companies are using data-driven predictions to improve their services. Using data, sophisticated algorithms, and machine learning techniques, they can anticipate future results based on past patterns. This allows them to fix problems with their equipment and communications infrastructure proactively.

In the short term, AI-powered automation and intelligence will enable better root cause analysis and prediction of issues. In the long term, these technologies will underpin more strategic goals, such as creating new customer experiences and dealing efficiently with emerging business needs.

3. Virtual Assistants for Customer Support

Conversational AI platforms, also known as virtual assistants, have been employed in the telecom industry to automate and scale one-on-one conversations. The adoption of AI in telecom helps operators manage many support requests for installation, set up, troubleshooting, and maintenance. Using AI, operators can provide self-service capabilities that show customers how to install and operate their devices.

4. Robotic Process Automation (RPA) for Telecoms

CSPs have millions of customers who engage in transactions daily, and each is susceptible to human error. Robotic Process Automation (RPA) is a form of business process automation technology based on AI that can bring efficiency to telecom functions. RPA can help telcos more efficiently manage their back-office operations and large volumes of repetitive and rules-based actions. RPA frees up CSP staff for higher value-add work by streamlining the execution of complex, labour-intensive, and time-consuming processes, such as billing, data entry, workforce management, and order fulfilment.

5. Fraud Prevention

Telecoms are using AI to reduce instances of fraud. AI can detect anomalies in real-time, allowing telecoms to block the fraudster’s access and minimise damages. With industry estimates indicating that scammers target 90% of operators daily, this AI application is especially timely for CSPs.

6. Revenue Growth

AI can take a lot of different types of data, like what devices people are using, and make sense of it. This can help telecom companies grow their business by ensuring they have enough subscribers and making money from each one. Also, AI can help telecom companies offer their products to customers at the right time and place.

Conclusion

Artificial intelligence has a significant role in telecom companies’ digital transformation. Benefits of AI can be seen across many areas of their business, from network optimisation to revenue growth. AI allows telcos to focus on customers and innovate their products and services. As a result, the telecom sector has utilised AI to create next-generation customer experiences and generate new revenue.

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Written by Daniele Paoletti