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3 Ways Telcos Can Use AI to Improve Customer Experience

Telco Growth Oct’24 takeaways from Samsung, Huawei, Telecable, and Virtusa experts

George Petersen

Head of Telco-enabled Projects

Eva Petritski

Content Manager

October 30, 2024

Intro Provide hyper-personalization Improve intelligent assistance and customer service Optimize a Telco’s network Extra steps: prompt AI adoption

AI can help telecom companies gain deeper customer insight, and Telcos today are uniquely positioned to benefit from this technology the most. To function effectively, AI requires robust and sophisticated infrastructure: high-speed data transfer, low-latency communication, substantial computational power, and secure, reliable networks.

Luckily for Telcos, they can provide just that.

Here’s how industry experts from Telco Growth Oct’24 think AI can help innovate the customer experience in telecom.

Provide hyper-personalization

Most companies are personalizing based on profiling, not individual. They are not providing personalized offers or services. What they are doing is customer segmentation, not hyper-personalization. However, with the development of artificial intelligence, it’s possible to start profiling little by little and for small segments of people.

For example, AI could detect a user through their location analytics and notice that they arrived in a foreign country. Then, it could offer the user an eSIM or another suitable data plan to avoid the hussle of registering a new SIM or overpaying for roaming.

It could also help offer personalized billing: if one person is paying $200, they could be treated as a platinum customer, different from someone paying $50. BSS companies, such as Amdocs, Nutcracker, or Oracle, were focused on using AI-powered personality-driven billing at MWC 2024, and it seems like Telcos could use AI to drive other persona-based targeted offerings.

Improve intelligent assistance and customer service

Most intelligent assistants utilized now are based on models and are inefficient — callers still go to a human being for help. In a single country of over 200 million people, there can be up to 100 million callers and up to 5,000 customer support specialists to help them, which is not quite enough.

AI could help bridge the gap instead of model-based assistants. And it could also strengthen chatbots too. Telecoms need to advance by AI to reach the maximum number of callers and offer solutions quickly.

Improving sentiment analysis, natural language processing, and voice of customer analytics is also crucial for enhancing customer experiences:

Optimize a Telco’s network

Telecoms should not only enable AI technologies, but also utilize AI to enhance their own network performance.

For example, Telcos can use AI algorithms to predict network congestion and automatically reroute traffic to improve performance. This will lead to improved customer experience as users enjoy faster and more reliable connectivity.

AI-driven radio network is another thing to consider:

Extra steps: prompt AI adoption

Many people might not be aware that their telco is offering AI services or just not know how to use them. Apart from implementing AI, telecom companies need to make it available, easy to understand, and more affordable to their average customer. Here’s how:

Prompt your users — many of them might not know you’re offering certain services, or not know how to use them properly. Prompt users and make the services easy to access and understand.
Educate your employees about AI — not only engineers but also lawyers, marketing, business developers and everyone else who is involved in your product so that they understand what they are offering and why.
Remove bias from data — data reflects usage-based information from consumers and might contain human bias. Make sure to neutralize your data so that AI doesn’t repeat toxic patterns and delivers the right customer experience for everyone. push notifications interrupted the shopping experience.
Standardise and collaborate — companies can’t do AI alone, so work with international groups to develop standards that ensure interoperability for a more cohesive global AI ecosystem.

If you want to learn more ways of how to maximize revenue from the existing subscribers, go here, or read how to innovate and scale faster in our free Telco to Techco guide.

last update

October 30, 2024