Leading AI software provider Nvidia recently ran a survey in which 57% of telco industry professionals said they’re using generative AI to improve customer service and 48% claimed that their main goal for implementing AI is to enhance customer experiences.
T-Mobile is one telco that has fully embraced this technology and recently pledged to saturate its access network with AI, claiming it will have the ability to collect and analyse billions of data points, using them as the foundation for new algorithms which can be used for customer service. This strategy is clearly paying off, with the business again finding itself top of the Customer Effort Index US telcos rankings for the fourth straight quarter.
Here are three AI trends within the telecommunications sphere that companies like T-Mobile are using across their customer service operations:
Virtual assistants: By constantly being able to learn from interactions with customers, AI is improving the accuracy and efficiency of customer service in telcos. AI-powered chatbots are now able to analyse patterns and trends to address customer queries quicker than ever before, as well as recognising predefined criteria to quickly move the cases to human agents. In certain instances, these virtual assistants can be so fast that they’re able to provide a solution within seconds.
Personalisation: Based on real-time actions, AI can personalise recommendations as they browse specific categories on a website such as new data or call packages. It can also identify purchasing patterns through the analysis of demographics, preferences and behaviours, and then segment these customers into groups. This can also lead to highly targeted marketing campaigns with more relevant messaging.
Network issue predictions: One of the most important customer service aspects of any telcos company is the way it predicts, communicates and deals with service outages and relaying that information to the customer base. By analysing network data, AI is helping to forecast these outages way ahead of time and take precautionary measures, giving customers clear instructions and warnings of when they will occur. AI is doing this by utilising predictive analytics to automate proactive maintenance.
