Artificial intelligence is not exactly a cutting-edge concept. The term was first used as early as 1955. Of course, computer technology was still primitive back then. Over the decades since, AI saw periods of intense buzz and interest, alternating with periods of being ignored. It was only in the 21st Century that computers finally reached a stage where AI could actually be close to reality. Today, AI is present everywhere. From a simple Google search for Spectrum deals to complex applications to IoT, artificial intelligence is rapidly creeping into many aspects of our everyday lives. That includes the telecommunications industry, which this blog explores in detail.
The Use of AI in Telecommunications
Conventionally, telecom providers were limited to providing phone and internet services. However, over recent years, many larger providers have all but saturated the United States market. With great advancements in internet technology and infrastructure, the majority of homes all over the US have some form of internet access. At the same time, the rise of IoT devices implies a shift in smart technology moving beyond complex screen devices to other hardware. The biggest ingredient in this change is, of course, artificial intelligence.
With opportunities to grow, telecom providers aggressively expand to as many markets as possible. But with a saturated market, telecommunications providers have to compete even harder to differentiate themselves. This means not just offering a higher quality of service than the competition, but also a better customer experience. The best way to do both is to use the massive volume of data generated over years from customer devices and activities. AI can process this information and offer valuable insights that the provider can then apply to their service and customer experience approach. Here are a few key ways telecommunications currently uses AI:
Self-optimizing networks are a direct result of the use of AI in communications services. Providers use AI that analyzes information on things like time zones and traffic levels to optimize network quality automatically. Thanks to sophisticated algorithms, AI can identify patterns in vast and complex data. This allows telecommunications providers to both fix problems and also prevent them.
Maintenance Becomes Proactive, Not Reactive
Ever had to face a service outage? In the old days, providers would catch on to a problem in the infrastructure when they received a larger volume of complaints. This often makes life difficult for subscribers, who are used to constant and reliable internet access. Luckily, AI has offered ways to move from a reactive maintenance approach to a more proactive one. This in itself has resulted in improved network quality and reliability across the industry. AI analyzes data across the infrastructure, and can often predict a problem before it even occurs.
Automating Key Processes
Of course, one of the biggest advantages of using AI is the automation aspect. Automation helps businesses (and telecommunication providers) streamline repetitive tasks that are too labor-intensive. This improves process efficiency and also reduces the risks of errors. At the same time, businesses can redirect human workers to more crucial and complex tasks. Many providers use AI to automate back-office operations. These may include things like workforce management, payroll, billing, data entry, and other repetitive but important processes.
Accessible Customer Support
Offering customer support around the clock is a great thing for the customer but can often be impracticable from a business perspective. However, since customers may need assistance at any time, AI offers a cost-effective and reliable way to ensure they always have access to it. Modern chatbots have become advanced enough to handle general queries and give appropriate responses. A bot can potentially offer a solution to minor problems with your Spectrum WiFi plans. If a query is beyond the bot’s capabilities, it often notifies a human agent to take over. That way, providers can dedicate valuable human resources to other tasks, taking on the bot’s job only where necessary.
- How Artificial Intelligence Is Changing the Telecommunications Industry? - January 26, 2021