How the rise of GenAI is redefining telecom innovation
How the rise of GenAI is redefining telecom innovation
GenAI’s flaws have seen the propagation of misinformation. We need to approach it with realistic expectations, while building appropriate safeguards.
Reflecting on MWC22, as the world emerged from the shadow of COVID-19, the talk at Barcelona was all about artificial intelligence, NFTs and the metaverse. Meanwhile, GenAI was just beginning to capture the industry’s attention, but it remained very much a niche topic.
Fast forward to MWC24 and it’s the first thing on everyone’s mind.
Indeed, over these past two years, GenAI has become so ubiquitous that the latest annual McKinsey Global Survey found that one-third of respondents are already using GenAI regularly in at least one business function, while analyst firm IDC found that enterprises worldwide would be investing close to a staggering $16 billion on GenAI solutions in 2023.
"Still, as we look ahead, it’s important to keep in mind that despite the frantic pace of adoption, GenAI technology is still in its infancy."
Yet, limitations and potential risks abound. GenAI’s flaws have seen the propagation of misinformation, privacy breaches, in-built biases, inappropriate content, security vulnerabilities and more. Still, the overall sentiment is that the technology’s widespread adoption has much to contribute. The caveat is that we need to approach it with realistic expectations, while building appropriate safeguards that not only prevent misuse but are also informed by in-depth business knowledge.
At Amdocs, we’re exploring a variety of use cases and where they can deliver maximum value. These range from enhanced R&D, employee training, guided staff assistance and customer chatbots, all the way to bill clarifications, personalized advertising, troubleshooting and business analytics. Crucially, without exception, each one must incorporate the robust guardrails that cover all the bases mentioned above.
And while these use cases may be equally applicable to other verticals, any solution designed for CSPs must be able to negotiate the many complexities unique to our industry – such as balancing legacy systems with modern data repositories, outdated documentation, as well as evolving network technologies, business models, products and regulatory requirements. This requires deep domain knowledge that supports the ability to create effective solutions that lead to the successful outcomes that CSPs expect. We believe that our evolving amAIz framework, with its ability to support CSPs’ specific, complex, as well as dynamic needs and challenges, based on ensured access to high-quality data, enables these players to fully leverage the GenAI opportunity – while mitigating the associated risks.
Still, as we look ahead, it’s important to keep in mind that despite the frantic pace of adoption, GenAI technology is still in its infancy. As it matures, we can expect that it will revolutionize many of our current paradigms, with methodologies for designing, developing, implementing and maintaining solutions evolving dramatically. Our solution development will mirror these changes.
With MWC24 upon us, my message to CSPs is this: Embrace GenAI now, and you have a unique opportunity to help define the role of intelligence in our industry ecosystem.
Interested in what Amdocs thought leaders and industry peers have to say about the future of customer experience in the AI era? Join us for an engaging discussion at MWC24 Barcelona on Tuesday, February 27th, at 13:15, Stage A.
