Source | www.forbes.com | Bernard Marr
As artificial intelligence (AI) and machine learning become ubiquitous, we will soon be hard-pressed to find any industry not capitalizing on the benefits they can provide. Telecommunications is one of the fastest-growing industries as well as one that uses artificial intelligence and machine learning in many aspects of their business from enhancing the customer experience to predictive maintenance to improving network reliability. The largest telecoms in the world rely on artificial intelligence and machine learning in a number of ways. Here are the most common applications.
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, Vodafone saw a 68 percent improvement in customer satisfaction after introducing its chatbot TOBi.
As a gatekeeper, chatbots analyze 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. AT&T, Verizon, Comcast as well as just about every other large-scale telco uses AI for enhanced customer service.