How We Used AI in a Telecommunication Company
Customer Service and Satisfaction
Nearly every telecom uses artificial intelligence and machine learning to improve its customer service primarily by using virtual assistants and chatbots. Telecoms get a massive number of support requests for set up, installation, troubleshooting, and maintenance. Virtual assistants automate and scale responses to these support requests, which dramatically cuts business expenses and improves customer satisfaction. In one example, When my team implemented the TOBI chatbot at Timewanrner we saw a 68 percent improvement in customer satisfaction after introducing it..
As a gatekeeper, the chatbot analyzed the requests, learn to route and escalate customer queries if necessary, identify sales opportunities and alert the customer to other products and services that might be of interest to them, and handle the bulk of them without human involvement.
The ability to offer speech and voice services such as chatbots is available thanks to artificial intelligence and machine learning. Not only is this used in chatbots, but it expands the service offerings such as what today is called Comcast’s XI Talking Guide that “speaks” network names/time slots, show titles, and helps customers navigate through their television options. The company’s voice remote is useful for individuals with disabilities and anyone who wants to “search” through their voice rather than hitting buttons on the remote.
AI can help telecoms identify and react to problems as well as propose the right service at the moment based on analyzing customer data. This intel, knowledge of historical info, and personalized service can also help companies develop better products and services and ways to market them to give customers what they want when they want it.
Robotic Process Automation (RPA)
Considering the volume of customers, any individual telecom company deals with daily, every step of every interaction opens the door to human error. By automating business processes through robotic process automation, not only are repetitive and rules-based operations done more efficiently; they are more accurate. Iwe made a significant investment in cognitive technologies and it was worth every penny.
Predictive Maintenance and Improve Network Optimization
The most important way to give customers what they want is for telecoms to prevent outages. Predictive maintenance enabled by AI is an essential albeit more behind-the-scenes use of AI and machine learning that also improves customer satisfaction. Data-driven insights help companies monitor equipment, learn from historical information, anticipate equipment failure, and proactively fix it.
Another important facet AI assists with is network optimization. A Self Organizing Network (SON) fueled by artificial intelligence can help networks continually adapt and reconfigure based on current needs. It is also beneficial when designing new networks. Since AI-enabled networks can self-analyze and self-optimize, they are more efficient at providing consistent service.