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By Alberto Jessurun / November 10, 2021 / Blog

Top 6 Uses of AI in Telecom

Telecom companies are integrating AI in many different ways, from virtual assistants to predictive analytics. Learn about the top 6 trends and applications.

Key Takeaways
  • 6 uses of AI in telecommunications:
    1. Customer service
    2. Security
    3. Optimizing networks
    4. Predicting business outcomes
    5. Robotic process automation
    6. Authentication
People around the globe depend on telecom services to keep business moving and stay connected to one another. It is no surprise, then, that the telecommunications industry is at the forefront of technology and providers are integrating the latest innovations to serve their clients better and optimize communication services. 

AI spending for communication service providers is expected to continue increasing from 30% in 2020 to 70% in 2025, including investments in technologies to improve their planning, operations, and products. 

So, how are these companies using AI? Let’s walk through six of the top ways the telecom industry is incorporating AI into business practices.

1. Customer service

The customer experience is becoming one of the most crucial drivers of continued business success. Today’s telecom customers want to feel like they are a priority, and they’ll look for a provider that caters to their needs and desires.

Because people are turning online for services more and more, AI tools like virtual assistants and chatbots are helping telecom companies improve the way they interact with their clients. These technologies speed up response times and improve customer satisfaction. 

A customer can easily go to a provider’s website and interact with a chatbot when they have a simple question — without having to wait on hold to speak to a representative. Or, they can get help navigating the website when they’re trying to compare pricing to their current provider. A virtual assistant may simply respond to a customer that their request is being processed with the right department, which helps people feel like something is being done to address their issue.

AI is improving customer support so telecom organizations can show their clients just how much they prioritize them with 24/7 customer service and instant chats.

2. Security

AI technologies are also improving the way networks are protected. Advanced tools can detect fraudulent behavior automatically, instead of requiring continuous monitoring from human workers. Preset triggers will automatically activate notifications sent to teams, so potential threats can be dealt with much faster and more efficiently.

What’s more, AI can keep learning so it becomes smarter over time. As hackers and bad actors continue shifting their approaches, AI can respond accordingly. AI can also continue assessing whether or not an organization’s security measures are adequate so that any updates and changes can be made before your security becomes outdated.

3. Optimizing networks

Businesses in every industry now depend on high-performing networks to get work done. Telecom companies are using AI to ensure that their networks can self-optimize, which is the process of improving network quality using information like traffic and patterns in data to predict and detect any network issues. 

This kind of optimization helps telecom organizations stay proactive against network problems for their customers. With the internet being mission-critical for so many businesses, optimizing the network needs to remain a top priority for companies, and AI helps strengthen their approach.

4. Predicting business outcomes

One of the most significant benefits of AI is that historical data can be better analyzed and used for the benefit of the business. Enhanced algorithms and machine learning tactics help telecom service providers gain more actionable insights from the large volume of data now available to them. Companies can incorporate techniques that help them predict future business outcomes based on historical data, taking the guesswork out of forecasts.

Predictive analytics is key to helping telecom companies detect patterns that will predict potential failures, monitor equipment and team members, and resolve issues with their crucial communication components, like data servers or cell towers. Predictive analytics can also help on the marketing side of things, delivering insights about customer churn and lifetime value.

5. Robotic process automation

Robotic process automation (RPA) uses AI software to automate processes and improve business efficiency. Businesses can more easily manage time-consuming tasks like data entry, order fulfillment, invoicing, and more, all with automation. The technology can be used for processes that are based on rules or driven by triggers, which are often high-volume tasks for a business. 

RPA frees up time for business leaders and improves the accuracy of information. Speeding up repetitive business functions is often the first step to becoming a more efficient overall organization.

6. Authentication and fraud prevention

A common method that hackers use in telecom is signing up for a new connection with fake information, including a fake address. AI can be implemented to authenticate users and uncover fake documents when a new user wants to sign up. Systems can be trained with a set of rules and characteristics to watch for, alerting the team when they find something that indicates an imposter.

A technique called risk-based authentication uses AI to analyze a set of factors to determine a risk score for each login attempt. These factors could be the time of day a login was attempted, an IP address used, a user’s geographic location, and other factors.

These techniques both protect the network and make the authentication process much faster for telecom organizations.

Contact Unisol International with your AI questions

AI continues to change the way telecom companies operate and serve clients. When you need a technology upgrade, turn to Unisol International. We provide products and networking solutions to help businesses stay up to date and relevant. 

We deliver turnkey deployments of IP networking solutions in telecommunications and electronic security, among others, helping you get the products you really need from strategic regional distribution centers.

To learn more about our products and tech services, contact Unisol International today to get started.

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