The telecommunication industry is no longer limited to just telephones and internet services, but it is now the center of technological advancements with an immense focus on Artificial Intelligence. AI has taken over this industry for more than a decade and has successfully replaced the traditional and complicated ways with new algorithms, making it easier to analyze and process vast volumes of data collected from multiple consumer bases especially through computer vision techniques. But before we proceed, let’s see how AI has contributed to “breaking down” the hurdles faced by the telecommunication industry.
Challenges of the telecommunication industry
Still, the telecom industry does undergo a bunch of challenges, such as:
Operational costs
Dealing with complex sets of data can be challenging most of the time. Thus managing data collection and analysis in time bears high operational costs. Extra resources and tools are required by the working staff to ensure the quality of work without straining the image of the company. No company would want to stay behind because of such a reason. Thus, it forcefully takes all the operational costs.
Customer demands
Telecommunication service providers or companies receive thousands and millions of network and recharge requests daily.
And after this pandemic outbreak, the situation has gone worse — companies face problems in communicating with consumers real-time or on the spot, which at times causes the consumer to lose trust in the company. In this crisis, immediacy, personalization and omnichannel communication are more critical than ever.
Security and data breaches
Expanding the business while simultaneously maintaining data security is a tremendous challenge for a telecommunication company. Monitoring call and communication quality are crucial to ensuring that customers get the kind of telecom experience that they deserve. Multiple surveys show that people still are insecure about their data and terrified of identifying theft and financial losses. People want to have control over their data, which sadly a lot of telecom industries are unable to provide due to limited resources at hand. It is necessary to make the environment safe and secure for consumers, which in the long term would help to prevent any data breaches.
Remote working
In the high times of Covid-19, there were multiple countries around the world where lockdown was enforced and everything was shifted to “work-from-home.” As the traditional telecom companies work on-site with multiple teams on different call centers and customer service franchises around the globe, the telecommunication industry as a whole faces huge losses. There was a loss of employment as well as multiple companies shutting down due to immense losses. Such companies had to face challenges in “remote work” as most of the technology was situated on the premises. In critical situations like these, the telecommunication industry requires advanced technological solutions that would allow people to continue working no matter what happens.
Telecommunication industry and Artificial Intelligence
AI has had its impact on multiple areas of telecommunication
AI and customer service
Customers expect a lot and especially from customer service because they want their issues to be resolved as soon as possible and every time they connect with customer service, they demand personalized experiences. In such regard, Artificial intelligence enables efficient customer engagement and helps the customers through personalized, intelligent follow-up.
Data security
Security has always been a threat in the cyber world. While dealing with loads of sensitive information, there have been multiple malicious invasions that have caused damage to a lot of data over the years. According to the analysts, signature-based techniques can detect about 90% of threats, but replacing traditional techniques with AI can increase the detection rates up to 95%.
Mobile-tower optimization
With the help of AI-powered video cameras deployed at mobile towers that regularly inspect the towers and in case there is any fault or defect, AI helps to reduce labor costs as well as on-site maintenance. These cameras inform the required authorities at the given times. In case of hazards, fire, smoke, or natural calamities, such cameras also notify about the real-time situation so that it gets handled promptly.
The future with AI
AI will be an integral part of the future digital marketplace. Increased adoption of AI in the telecommunication industry enables CSPs to manage, maintain and optimize infrastructure and support operations. The use cases mentioned in this article, exhibit the impact of AI on the telecom industry. It has enabled enterprises to deliver enhanced customer experience and boost business value. The use of AI in the Telecom industry is booming. And it is still growing, with experts expecting it to grow at least 42% by this year.
AI-powered companies around the world
Multiple telecom companies around the globe are experimenting with AI algorithms and are harnessing capabilities. The following are the top companies that are fully operating on Artificial Intelligence.
AT&T
Located in the US, AT&T is the largest telecom industry in the world. The company has transformed its customers’ experience by using AI and machine learning applications. AT&T has recorded an increase of 5% productivity after replacing traditional methods with Artificial Intelligence. The machine learning applications, on the other hand, make life easier by detecting any sort of networking issues before a customer does, and help in maintaining the cyber traffic.
Vodafone
Through a venture with IBM, Vodafone delivers its AI assistance through a chatbot which itself is a software that is used to conduct personalized online chat or text-to-speech conversations with customers. Apart from being used in Vodafone, the chatbot is famous for its unique functions in multiple countries where it is used as a travel guide or even as an HR assistant.
Conclusion
The rapid growth of Artificial Intelligence in the telecommunication sector globally is undeniable these days. Top telecom companies are investing in such cognitive technologies to increase their efficiency and overall stability in the market.
The telecommunication industry needs to stay updated with the latest AI ideas to gain a competitive advantage. The telecommunication industry continues to be the epicenter of growth, new opportunities and innovation with the integration of Artificial Intelligence and cloud-based technologies to make it highly competitive for all. With 5G, the Internet of Things and cloud computing, artificial intelligence is radically reshaping the telecommunications landscape in an era of advanced digitization and high-speed technological development. Together they allow approved customer service and experience, increased capacity and reduced costs, along with optimized network and maintained network traffic.
Along with all these benefits, this advancement in technology also brings challenges that have to be solved as the use of AI expands. It is indeed a necessary task for all those individuals who plan to implement this technology within their own telecommunication centers or workplaces.
