Telecom Operators Using AI to Boost Intelligent Customer Relationship Management

Tractica's recently published Artificial Intelligence for Telecommunications Applications report is a comprehensive examination of market and technology issues surrounding key telecom use cases. One of the cases in which telecom service providers are aggressively investing is intelligent customer relationship management (CRM). CRM systems help organizations track and make sense of customer sales, marketing, and support interactions. What was born primarily as a sales tracking tool has expanded, with the advent of digital and social media, into robust platforms designed to unify insights around broader customer interactions and transactions, beyond just sales. The goal of these systems is to facilitate a 360º view of individual customers, improving customer share and retention, reducing churn, and increasing revenue.