The telecommunications industry has unquestionably developed over the last couple of years. It has taken itself from a simple phone line and waiting queue to a fully responsive and efficient sector where callers can get help quickly with a customer service experience that aims to satisfy.
This change came about by not only hard work and dedication, but also through the implementation of high-quality, intelligent technology too. This comes under the highly known name of artificial intelligence (AI). Through deep learning, AI in the telecommunications industry has allowed the sector to perform higher, reach further and grow in a way that has only given them success.
But before we can look at the future of AI in the telecommunications industry, first we must go back to the beginning.
Robotic Process Automation (RPA)
When working in the telecommunications industry, the day is made up of hundreds of interactions; conversations made, data exchanged and customer relationships built. However, for the owner of a company within telecommunications, it is vital that each worker performs in the exact same high standard in order to portray the brand in the best possible light while giving the best quality of service.
Unfortunately, in some cases, this doesn’t happen. Customers can antagonise employees, and vice versa, leading to a decreased positive experience and creating a lasting negative perception of the brand.
Luckily, an automated version has been devised. Someone to talk to that will stick to policy, guidelines and conversation regulations. It also removes any potential of a human error from being made. The service will be identified for each customer, regardless of the situation, and iIn doing this, it will likely increase the success rate of clients leaving happy and satisfied.
Increase of revenue
One thing businesses can agree on is wanting a high return on investment (ROI), and one that puts them comfortably up in the profit margins. One way this can be implemented and reached is by using AI in the telecommunications industry. AI aids the company in the areas that would usually cost them a lump sum to control manually.
A company will obtain a large amount of data on a daily basis. This will need to be held somewhere, whether it be by another company or a different department with the same company. Either way, it can hugely increase the costs incurred by the business. However, the use of AI eliminates the need for data to be stored elsewhere. The software can manage huge amounts of data all in one place safely, efficiently and at a much lower cost.
Safety from fraud
Not only is AI in the telecommunications industry beneficial with the everyday goings-on, it also provides an extra layer of security. AI software is able to detect any out of place or unknown activity throughout the entire working system, which will flag up an alert when an anomaly is detected.
This is crucial for a company that holds clients’ personal data such as their phone number, address and in some cases card details. It is vital for contract-based telecommunications industries like mobile phone networks that have access to a substantial amount of personal information to increase their business security.
The ability to spot an abnormality even in the busiest of work times is a huge confidence booster for all companies and knowing the system can comply in any work situation is even better.
AI within the telecommunications industry is also working to better the way businesses work not only now, but within the future, too.
This is done by AI analysing and utilising data already implemented into the system and using this to aid in predicting what the future of the company may look like. By simply scanning through the historical data, the industry can obtain knowledge that would be unimaginable to that of the human brain, allowing them to prepare for any possible obstacle that they may see in the upcoming years.
This is a huge breakthrough; being given future insight is something that any owner could only dream of. While it may be the finest snapshot, it will allow them to prepare for any potential situation that may arise. This can give the business an advantage over its competitors.
In addition to this, a company can find the root cause of an issue before it even happens also allows the company to save both time and money. This energy could instead be implemented into an area that needs development rather than using it to fight an issue that could’ve been avoided in the first place.
Through the integration of AI in the telecommunications industry, the sector has been given the ability to progress even further. A company can improve the service they can provide giving them the opportunity to remove the ‘cold caller’ label that may have previously been attached to their brand.
As businesses can manage their collated data safely and sustainably, customers can be reassured in the service that they receive. Improving reputation and in offering a high-quality service, a company’s revenue will improve. AI in the telecommunications industry is helping to develop it for the better.
By being able to be consistent with the industry’s self-development, alongside the continual development of AI, businesses will be sure to only accelerate in the future to reach higher efficiency and profit goals that put the company above all competition.
Oliver Griffiths has a passion for film, video games and technology. He can be found at Tillison Consulting running a number of clients’ digital marketing campaigns across all sectors and platforms.