Global Telecom service providers are identifying the need for implementation of artificial intelligence (AI) and automation in their operations to enhance customer experiences cost-effectively as the fifth gen-driven IoT and Industry 4.0 gathers pace.
Customer experience boosted through Artificial Intelligence and other advanced technologies that shows improvement in operations has moved from concept to operational reality in the boardrooms of communication service providers across the world.
Companies are using AI and automation to drive business outcomes and hold the opportunities as 90 percent state that AI is important in boosting customer experience. 9 out of 10 place customer experience and growing revenues high of the agenda and 7 in 10 service providers think technological transformation is a key challenge.
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Ericsson’s research shows that most communication service providers are already working on AI and automation initiatives. However they say that technology alone is not enough – new skills and ways of working are required for service providers to become more digital. These organizational changes are at least as important as the technological aspects in a successful transformation to become more digital.
Peter Laurin, Senior Vice President and Head of Business Area Managed Services, Ericsson, says: “The introduction of 5G and IoT, the explosion of connected devices and the battle to stay relevant have a profound impact on the ways in which networks and IT need to be operated. As 5G is introduced around the globe, service providers are faced with the challenge of having to manage more coexisting technologies and use cases, new service requirements, virtualization and network slicing. With this in mind, the complexity of managing next-generation networks will surely grow. The Ericsson Operations Engine, our AI-driven platform for managing the networks of the future, enables service providers to leapfrog this transformation”. The company will follow up to advanced internet for telecoms around the world; their operation evolves operations from being network-focused to user-experience-focused.