Artificial intelligence could help telcos catch up on customer experience - VanillaPlus - The global voice of Telecoms IT

Ask anyone on the street about their last great customer experience. Odds are, their story won't involve a mobile service provider. In fact, says Comptel's Niilo Fredrikson, in 2016 all four major U.S. telecom companies held a spot in a list of the worst 15 companies in America ranked by poor customer service. The average Net Promoter Score for the telecommunications industry routinely ranks among the lowest of any industry, and that factors in telcos from every corner of the globe. Operators simply have a reputation for offering poor customer experiences.