How AI is helping revolutionize telco service operations

Operations in the telecommunications industry is often said to be one of the most complex aspects of the business to run, and the most successful telcos tend to be those that outperform at this task. It requires a simultaneous, coordinated, and dynamic approach across business units, each of which alone would be a giant business to run. In recent years, artificial intelligence has had the potential to simplify the task by optimizing various functions that make up operations. Telcos are only just beginning to utilize that promise, with operators finding success with AI solutions that help optimize service operations journeys, such as the in-store customer experience, call center use, and deployment of employees in stores, call centers, and the field. The intensely challenging economic landscape that telcos have had to navigate in recent years makes the prospect of investment in new solutions daunting.