Discussions around AI in telecommunications and the application of this technology are taking centre stage within the industry. Telcos are utilising AI technology, which combines Deep learning (DL), machine learning (ML), and natural language processing (NLP), to identify actionable insights, provide better customer experience, improve operations and increase revenue. The question that needs to be asked is, “Are you, as a Telco, leveraging this technology in the right way to solve your business challenges?”
Innovation in the Telecom Industry
Undoubtedly, the telecommunicates industry has seen a significant change and shift in recent years, with innovation becoming a focal point. At the centre of this innovation is AI.
A few years ago, the Telecommunication industry consisted of managing basic telephonic services, internet services and mobile networks. Today, Telcos are offering and managing more services, products and solutions while trying to target the right consumers and providing an excellent customer service experience. With so much competition in the market, Telcos need to work incredibly hard to provide customers with what they are looking for. If they do not, customers have a variety of other service providers to choose from.
To ensure that Telcos are meeting customers’ needs regarding service delivery and experience, Telcos have turned to AI technologies. These technologies are being used to gain critical insights into every aspect of the Telco business, from operations, network quality, customer behaviour, and the list goes on.
How big is this market? A recent report states that the global artificial intelligence in telecommunication market size was valued at USD 679.0 million in 2019 and is expected to grow at a compound annual growth rate (CAGR) of 38.4% from 2020 to 2027. This clearly shows that Telcos see immense value in using this technology.
Challenges The Telecoms Industry Are Facing Today
As mentioned above, the growth in the AI market size within this industry is directly linked to its value. How do we determine its value? The value primarily lies in solving several challenges within the telecommunications industry. We explain this in more detail below:
Challenge: Rising Operational Costs
How AI solves this: Intelligent Process Automation (IPA) utilises AI and other technologies, including Computer Vision, Cognitive automation and Machine Learning to facilitate Robotic Process Automation. This automates time-consuming processes, including billing, order, and data processing. By utilising these technologies for automation, Telcos can streamline their operations, manage costs more effectively, reduce unnecessary resources, and decrease the chance of human error, all of which reduce operational costs.
Challenge: Managing and interpreting Big Data
How AI solves this: data is one of a Telcos most significant assets, but your data is only as good as the insights you get from it. With so much data coming from different data streams, managing, interpreting and extracting relevant and valuable insights is often tricky and time-consuming. AI simplifies extensive data analysis by automating the data process, including data preparation, visualisation, predictive modelling, and other complex analytical tasks that provide the insights needed for effective decision-making.
Challenge: Changing customer demands
How AI solves this: Customers want to engage and connect more with Telcos and find out information or get answers to queries fast. AI is being used to automate the processes related to customer service messaging and help customers find the information they need when they need it through an omnichannel experience. In this way Telcos can reduce frustration and enhance customer experience while cutting down on call centre resources.
Challenge: Security and data breaches
How AI solves this: There is a significant risk of online criminal activity in today’s world, especially where fraud is concerned. AI technology utilises advanced algorithms that assist in detecting and predicting any abnormal activity within the network. In this way, Telcos can detect any security or data breaches fast. Another benefit of utilising this technology is that it significantly reduces a Telco’s response time to threats, allowing Telcos to protect their systems before the threat can have an impact.
Challenge: Network quality and optimisation
How AI solves this: AI technology assists with predictive maintenance. This allows a Telco to predict future trends and patterns based on historical data with the aim of identifying network and operational malfunctions, as well as the misuse of resources. In this way, Telcos can predict hardware failures before they occur, allowing a Telco to be proactive in maintaining its equipment and improving overall network quality and customer experience. According to IDC, 63.5% of telecom companies are actively implementing AI to improve their network infrastructure.
Challenge: effective product planning and marketing
How AI solves this: AI is used for predictive analytics. These analytics allow Telcos to extract valuable insights from massive amounts of data. By using this data to examine customer behaviour, life cycles, purchasing decisions, etc., a Telco can gain insight into what customers are looking for and plan products and solutions to meet these needs and demands. These analytics also provide the insight needed to market and upsell to customers effectively.
AI in the telecommunications industry is setting a new standard for excellence, especially where network infrastructure, traffic and resources management is concerned. It must be noted that AI is only as good as the data it is built on, which means you need to ensure that the data you receive is credible and complete.
From the above, it is clear that AI technology assists in fulfilling the need for highly sophisticated and intelligent network solutions. By utilising these AI solutions, a Telco can improve its speed of service and network quality, reduce operating costs and enhance the customer experience – all of which are vital to increasing profitability and maintaining a competitive edge in this very competitive market.
The Future of AI in The Telecom Industry
There is no doubt that there is value in utilising AI technology within the telecommunications industry today. As illustrated above, this technology is used to answer several industry challenges. As with all technology, it is set to evolve over the next few years, with AI seeing a boom within this industry specifically.
Market Research Future has predicted that, by 2023, global AI in the telecommunication market will reach $1 billion, with 32% CARG during 2018-2023. A key driver for this boom is an increasing demand for autonomously driven network solutions. With telecommunications networks expanding rapidly, they are becoming more complex and challenging to manage. By creating AI-powered network solutions, Telcos can reduce network congestion and improve network quality and customer experience, which is vital in reducing customer churn and increasing revenue.
AI technology is here to stay and will continue to significantly impact the telecommunications industry as we know it. AI has already made inroads in assisting Telcos in increasing revenue, meeting customer demands, enhancing operations, managing the network and improving customer service. To gain the most out of AI and truly leverage its power, you need to ensure that you have the right AI solutions. This is where Adapt IT Telecoms comes in to assist. With our advanced analytics solutions we can collect, clean, interpret, analyse and structure your data in a way that makes the AI process completely seamless. In this way, our solutions ensure the quality of your data to provide accurate and correct insights critical for informed decision-making across the business. For more information on this subject, download our Whitepaper here.
Explore the Power of CDR
With over 20 years of experience in executive and operational management of Telecommunication technologies and services, Tertia is a Telecommunications Data Analysis Specialist. As a Specialist in Call Data Records and the CDRlive platform, she has practical experience in the design and implementation of Telecommunication data analysis and models. Tertia’s passion is to transform billions of seemingly unrelated data into a clear, informative picture – just like a painting.