AI is revolutionizing all sectors, including telecommunications
Telecommunications is one of the fastest growing industries that are using AI in many parts of their business, including further developing customer experience and unwavering quality in the organization. Telecom organizations use AI primarily for customer support applications. For example, the use of chatbots and junior assistants to respond to countless requests for help with establishment, maintenance and investigation. Likewise, remote assistants are adapting and mechanising reactions to assist with complaints, which further develops the customer experience and reduces the cost of doing business. For example, Vodafone Ltd. saw around a 68% improvement in customer experience after introducing its chatbot, called TOBi, to handle customer queries. Here are the top 10 AI innovations shaping the telecommunications industry:
Top 10 AI Innovations in the Telecom Industry
Biometric software: Biometric technology is a key element of Mobile-ID. When humans are constantly connected to the Internet, a biological identifier trait is the best way to ensure that a user’s digital identity is not abused or stolen. Thanks to biometric software, which can turn cameras and microphones into biometric sensors, any smartphone or tablet can be used as a multi-factor authentication device. With fingerprint sensors and facial recognition now almost standard features of contemporary smartphones, mobile identity is increasingly supported by strong authentication factors.
Robotic Process Automation (RPA): Robotic process automation is technology that configures computer software to capture data and manipulate applications like humans do. With RPA, telecom providers can automate back-end activities such as data entry, reconciliation, or validation, streamline customer support, and cross-sell and up-sell using AI-assisted calling. RPA applications enable CSPs to reduce costs, improve accuracy, improve efficiency, and provide a better customer experience.
Intelligent virtual agents: Intelligent virtual agents based on artificial intelligence technologies are gaining traction in the telecommunications sector, which improves customer experience and satisfaction. Telecom providers have turned to virtual assistance to optimize handling of the large number of support requests for troubleshooting, billing inquiries, maintenance, device settings, and more. AI-powered assistants handle all service-like questions and process transactions efficiently and at high speed.
Speech Recognition: Speech recognition is used to convert and transform human speech into a useful and comprehensive format that computer applications can process. The transcription and transformation of human language into useful formats is often seen these days and is developing rapidly. Companies like NICE, Nuance Communications, OpenText and Verint Systems offer speech recognition services.
Decision management: Artificially intelligent machines have the ability to introduce logic into AI systems to prepare them to be used for training, maintenance and tuning. To add value to the business and be profitable, decision management is already used by organizations by incorporating it into their applications to power and execute automated decision. Some companies that provide this service are Informatica, Advanced Systems Concepts, Maana, Pegasystems, and UiPath.
Cyberdefense: Cyber defense is a computer defense mechanism that aims to distinguish, prevent and moderate attacks and dangers to information and systems infrastructure. Neural networks suitable for managing clusters of information sources can be used alongside AI methods to deliver learning innovations to uncover questionable customer actions and identify digital dangers.
Content creation: Although the content is created by individuals who munch on records, promotions, web logs, and white papers; brands like Hearst, USA Today advertising CBS are using AI to create content. Wordsmith is a famous tool created through Automated Insights, which applies NLP to produce reports.
Recognition of emotions: This type of AI innovation allows the feelings communicated by people to be read and deciphered using advanced image management or sound information management. Lawyers frequently use emotion recognition technology during cross-examination. A few organizations that use sentiment recognition are Beyond Verbal, nViso, and Affectiva.
Image recognition: Image recognition refers to the method involved in distinguishing and identifying an element in a video or image. It can help the course of the picture significantly resemble label recognition, disease analysis, and character study. Clarifai, SenseTime and GuGum’s give this innovation management.
Marketing Automation: Marketing and sales teams and divisions have embraced AI and helped a ton as a result. AI consolidation techniques through computerized customer division, reconciliation of customer information, and executive mission are generally used. AdextAI has grown to be a pioneer in supporting storefront informatization.
The future of AI in telecommunications
Future of AI in Telecom market size is expected to reach US$13.4 billion by 2026, from US$773 million in 2019, at a CAGR of 49.8% during the period 2021-2026. The major factors driving the growth of AI in telecom market size are increasing adoption of AI for various applications in the telecom industry and usage of AI-enabled smartphones .
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