Unlocking the potential of data and AI in telecom
Unlocking the potential of data and AI in telecom
Strategies for streamlining operations and enhancing customer experience.
In the rapidly evolving digital era, the telecom industry faces immense challenges and unparalleled opportunities.
A recent report from market research firm IDC forecasts that the global market for AI in telecom will reach $12.3 billion by 2025. The report attributes this growth to the increasing adoption of AI-powered solutions by telecom operators to improve customer service, reduce costs, and improve network performance. Staying competitive and thriving requires Communication Service Providers (CSPs) to capitalize on the power of data and Artificial Intelligence (AI). CSPs are working through the challenging process of digital transformation, driven by the need to compete with fast-moving OTT and consumer tech players. CSPs need to move quickly and can advance digital transformation with solutions that leverage artificial intelligence (AI), which can drive value across the business from network optimization and data analytics to customer care and marketing engagement.
Many CSPs have already committed to infusing AI across their operations – notably AT&T, Telefonica, and ST Telecom – while others are still formulating their AI strategies. But whatever their position in this journey, CSPs need guidance in evaluating AI and how best to move forward. This paper is designed to support CSPs, providing a clear-headed perspective on AI and an actionable roadmap on how to maximize the AI opportunity.
Experience AI-driven transformation across key domains
Amdocs Intelligence Factory offers a comprehensive suite of AI-powered tools and capabilities specifically tailored for the telecom industry. With a focus on essential domains such as Billing Experience, Business Assurance, Engagement Center Efficiency, 5G Network, and Care & Commerce Experience, CSPs can leverage valuable insights, predictions, and recommendations to optimize performance across the board.
Each of those domains represents a fundamental aspect of the telecom industry that’s crucial for maintaining competitive advantage and driving business growth. The following are the Key AI-Driven areas that help telecom to succeed:
Billing Experience: Transform your billing processes with AI-powered automation and analytics, providing accurate, timely, and transparent invoices that keep your customers satisfied.
Business Assurance: Safeguard your revenue streams and maintain compliance with AI-based business assurance solutions, detecting fraud and potential risks early for a swift resolution.
Engagement Center Efficiency: Leverage AI-driven tools to boost your engagement center's efficiency, empowering your agents to resolve customer queries faster and provide top-notch service.
5G Network: Optimize your 5G network with AI-enhanced management and performance analysis, ensuring exceptional connectivity and network performance for your customers.
Care & Commerce Experience: Create frictionless, personalized customer journeys across all channels with AI-driven care and commerce solutions, increasing customer satisfaction and loyalty.
"Harnessing the power of data and AI is crucial for CSPs to stay competitive and excel in the telecom industry."
Use case example
Now, we're going to zoom in on one specific use case of the Amdocs Intelligence Factory. This will give you a chance to see the potential of AI in the telecom industry.
In this use case, we'll see how AI can make a big difference in a key area of telecom operations, whether it's making customer experiences better or enabling business assurance. This is a unique chance to see the real-world benefits of AI and to understand its role in the ongoing journey of digital transformation in telecom. So, let's take a closer look at this use case and see what AI can truly do.
The case: Customer billing experience score
Assess the impact of billing interactions on customer experience throughout the customer journey.
Overview
- Identify and track friction points of customers with billing experience
- Understand key drivers of negative or positive experiences along the customer journey and prioritize efforts accordingly
- Compare customers’ feelings about their experiences will improve the measurement over time
- Provide per-customer insights to frontlines, sales, and marketing to enhance their ability to deliver personalized and proactive treatments
Benefits
Boost customers satisfaction score: Improve customers’ experience according to the Index scores with suitable proactive treatments.
Maintain net promoter score: Make the best billing experience for your customers.
Decrease customers’ churn: Provide your customers with personalized and targeted billing proactive treatments, so they will not decide to leave after a bad billing experience.
Applicable AI capabilities
- Collect labeled data on invoice errors.
- Build and extract features according to the need.
- Build a predictive model based on extracted features of past fraud cases and outlier detections.
- Automated machine learning (AutoML) mechanisms adapt the model to changes in fraudster behavior.
- Calculate risk score level in real-time for each customer engagement
- Define automated actions according to score.
Conclusion
Harnessing the power of data and AI is crucial for CSPs to stay competitive and excel in the telecom industry. By embracing AI-driven solutions and leveraging real-life research and AI testing, telecom companies can enhance customer experiences, streamline operations, and boost their overall performance. Amdocs Intelligence Factory is your partner in unlocking the immense potential of AI and Data within the telecom industry.
Take action today: .
