Communication Service Providers
How telecom companies leverage Gen AI for end-to-end process management
Telecom companies face increasing demands for efficiency, scalability, and customer satisfaction. Generative AI (Gen AI) is a transformative force that empowers telecoms to revolutionise operations and deliver unparalleled service. With an estimated growth from $150.81 million in 2022 to $4.88 billion by 2032, Gen AI for telecom is redefining end-to-end process management.
Infosys BPM enhances operations in the telecom industry with telecom process automation solutions. The services for communication service providers include Communication as a Service (CaaS) and Communication Platform as a Service (CPaaS). Using AI for telecom streamlines order management, asset tracking, invoice processing, and vendor management. Infosys BPM empowers communication service providers to improve efficiency, reduce costs, and drive growth.
How does GenAI make telecom process automation work?
Generative AI leverages advanced data analysis, machine learning, and Natural Language Processing (NLP) to enhance telecom operations. Here’s how telecom companies are utilising Gen AI across various processes:
Network optimisation and automation
Automated network management and AI-powered telecom process management reduce operational costs by up to 30% while improving performance and scalability.
Proactive maintenance: Gen AI enables predictive maintenance by analysing vast datasets to detect potential issues and pre-emptively address them. This reduces downtime and improves network reliability.
Dynamic resource allocation: By analysing network usage patterns, Gen AI ensures optimal bandwidth allocation, minimising congestion and maintaining service quality.
Fault detection: AI-powered tools identify anomalies in network performance, enabling rapid troubleshooting and resolution to ensure uninterrupted connectivity.
Customer experience transformation
By streamlining the customer feedback mechanisms, AI-powered telecom process automation can help organisations cater to their customers better. It also helps with:
Personalised interactions: Gen AI analyses customer data to offer hyper-personalised recommendations, enhancing satisfaction and boosting retention rates.
Chatbots and virtual assistants: AI-driven chatbots handle customer queries in real time, reducing resolution times and lightening the workload for support teams.
Feedback analysis: Gen AI processes customer reviews and sentiments, providing actionable insights to refine services and address pain points.
Service provisioning and activation
The use of AI in the telecom industry boosts inter-departmental coordination. This helps organisations improve customer satisfaction and accelerate service delivery.
Workflow automation: Gen AI streamlines the provisioning process by automating tasks like resource management, order fulfilment, and network configuration.
Error mitigation: AI-driven orchestration reduces manual errors by standardising workflows and ensuring consistent service activation.
Faster activation: By analysing historical data, Gen AI predicts bottlenecks and accelerates service deployment for new customers.
Energy management and sustainability
The telecom industry has an imperative to achieve rigorous net-zero emission and energy usage goals. They also have other regulations to comply with, stipulated by ESG and SDG goals. Utilising AI for the telecom industry can lead to valuable process improvements:
Resource optimisation: Gen AI helps telecom companies monitor and optimise energy usage, aligning operations with sustainability goals.
Predictive energy management: AI-driven models predict energy demands and adjust infrastructure usage, reducing waste and environmental impact.
Cost savings: By optimising energy consumption, telecoms lower costs while meeting regulatory standards.
Enhanced security and fraud detection
As an industry that essentially puts its customers on the network in some manner, security becomes paramount in the face of increasing fraud instances. Here’s how AI and telecommunications can come together to ensure security:
Anomaly detection: Gen AI identifies irregular patterns in network traffic, mitigating risks of unauthorised access and cyber threats.
Fraud prevention: AI-generated synthetic data strengthens fraud detection systems, protecting users from malicious activities.
Privacy preservation: Synthetic datasets used for testing ensure user data privacy and compliance with regulations.
Gen AI strategies for telcos
To fully and fruitfully leverage Gen AI, telecom companies need a comprehensive strategy tailored to their unique challenges and opportunities:
- Build a centralised data ecosystem: Telcos must integrate legacy systems and siloed data into a unified platform. This facilitates seamless data flow, ensuring Gen AI has access to accurate and comprehensive datasets for analysis.
- Prioritise scalable AI solutions: Starting with pilot projects allows telcos to test Gen AI’s feasibility before scaling.
- Upskill talent and build expertise: Investing in AI training and hiring Gen AI specialists ensures the organisation has the expertise needed to innovate and execute effectively. Establishing internal certification programs can drive adoption and long-term success.
- Partner for specialised solutions: Rather than building solutions from scratch, collaborate with Gen AI solution providers for faster deployment and cost efficiency. Off-the-shelf products can easily address common needs.
- Embrace change management: Telecoms must foster a culture of innovation, encouraging employees to adapt to AI-driven workflows. Effective change management ensures higher adoption rates and maximises the technology’s potential.
Conclusion
Generative AI is revolutionising end-to-end process management in the telecom industry, enabling greater efficiency, scalability, and customer satisfaction. By integrating Gen AI with existing systems, telecoms can optimise operations, enhance service delivery, and build a sustainable future. As Gen AI adoption accelerates, telecom leaders who embrace its potential today will position themselves as pioneers in the industry tomorrow.
