What’s your unpopular opinion?
September 17th, 2019
Artificial Intelligence is having a major impact on many businesses as many companies are now integrating AI into their strategies. And the telco industry is no different.
AI can prove to have many benefits to telco companies from saving time and money to helping the customer have a seamless experience. On the face of it the AI is used to help create a complete picture of any customer, but with the help of big data it is doing so much more.
Every interaction a customer has with a telco brand big data is being collected on them, from the deals and packages they choose to complaints and more. This data can then be analysed to create a ‘picture’ of this customer.
Once this is complete the artificial intelligence can come in to play. From the data AI can create an algorithm to suggest the best phone package or course of action for the customer. Not only is this saving the time of the company as it limits the amount of questions an actual person has to ask and answer it can also make the customer’s experience easier and seamless.
One major benefit from using AI is customer retention, with so much competition in the telco market companies really need to know their customers and suggest the right deals for them right away in order to retain their business. The artificial intelligence can even have the ability to anticipate what the customer wants before they even know it themselves, ultimately helping the customer feel valued by the company, again helping to improve retention.
Artificial intelligence is really starting to have an impact on the telco industry and it is affecting the customers just as much as the companies. I’m excited to see how far this can go and how the benefits of AI in telco will continue to grow.
Do you work in Telco and use AI? What other benefits are there to using AI in telco?
This blog was originally published on LinkedIn. To read the original blog click here