Artificial intelligence (AI) has made its way into various industries. Wherever it comes, it brings lots of improvements. Some of the industries AI has disrupted include healthcare, gaming, transport, workplace, agriculture, and sports, just to name a few. For the next year, AI has its eyes set on another industry once again.
It has been a long time since the telecom industry received a much-needed upgrade. There is an increasing amount of AI solutions being implemented across different telecom companies. Here are some of the ways the technology is upending call centers and other related sectors in the industry.
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Robotic Process Automation (RPA)
Telecom companies are expected to become more efficient under the guidance of robotic process automation (RPA). This lessens the burden of agents by introducing automation in repetitive tasks such as auditing, data tracking, and report preparation.
RPA is an essential upgrade for all telecom companies simply because of the number of calls and clients that is steadily increasing. To allow agents to focus more on conversing with people, companies will need to help them out by introducing automation to the workforce.
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AI For Customer Support
AI has improved to a level wherein it can finally handle regular conversations as if they were human. This key upgrade has allowed for the creation of customer service representatives that are helped by AI.
Virtual assistants are said to promote cost savings of up to $8 billion annually by 2022 in the banking and healthcare industry alone. Instead of using human workforce to handle requests and inquiries by clients, companies are starting to use chatbots, thus increasing productivity and lessening expenses.
Predictive Maintenance For Contact Centers
Dutch telecom brand KPN is known to use predictive maintenance to keep its contact centers in top form. In this concept, contact center agents note down all of the potential issues they face over a set period. An AI system will then analyze the notes of all agents and find insights that could be used to prevent issues in the long-run.
This practice is also efficient as companies like KPN can avoid major issues before they even arise. It also allows them to progress without any downtime.
Automated Network Optimization
The telecom industry is always looking for ways to improve the quality of the connection. Luckily, this is one of the fields that AI can help with.
AI can help build SONs or self-optimizing networks which allow agents to automate their network optimization depending on the time and region of the server. Beyond this, more than half of telecom firms are using AI to upgrade the integrity and security of their infrastructure for the benefit of clients.
The telecom industry is next in line to receive the benefits of AI and automation. The above facts are just some of the upgrades that are going to flourish soon. There’s no telling how else AI will upend this booming industry.
