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Everyone’s talking about generative AI. But what does it mean for telcos and where do you start?
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Putting GenAI to Work in Telecom
Generative Artificial Intelligence (GenAI) has emerged as a transformative force, capturing the imagination with its ability to create realistic content. In the realm of telecom, where the industry faces significant challenges, GenAI presents an opportunity for renewal and growth. But how do operators begin to weigh the potential of GenAI, and which use cases will emerge that will inspire industry first-movers to embrace this revolutionary technology?
GenAI represents a groundbreaking advancement in artificial intelligence, distinguished by its capability to generate original content by learning from existing data. Unlike traditional AI algorithms that analyze or act on available data, GenAI synthesizes information to create novel content across various mediums such as images, text, audio, video, and code. At its core, GenAI leverages large language models (LLMs) to comprehend complex queries and produce outputs based on learned patterns.
The telecommunications industry finds itself at a critical juncture. Despite years of growth, volatile market conditions, economic downturns, and competition from big tech have created challenges for operators. The need for reinvention is evident, and GenAI could be the catalyst for accelerating transformative change.
Telcos possess a unique advantage in adopting GenAI due to their extensive networks, vast customer bases, and crucial role in the global digital economy. With an abundance of data on customer behavior, usage patterns, and network assets, Telcos are well-positioned to leverage GenAI for growth and innovation.
Network Management: GenAI can revolutionize network management by automating incident responses, identifying issues, summarizing incidents, and optimizing incident resolution. This proactive approach can significantly reduce the $20 billion spent annually by mobile operators on network outages and service degradations.
Contact Center: With GenAI, contact centers can streamline operations, reduce labor costs, and enhance customer interactions. Watch this video see how the technology can summarize conversations and suggest next best actions for human agents. As conversational AI continues to evolve, intelligent virtual agents may handle more transactional interactions independently.
Service Support: GenAI proves invaluable in field service scenarios, offering predictive maintenance, intelligent scheduling, and real-time monitoring. Technicians benefit from guided assistance during troubleshooting, installation, and maintenance, improving operational efficiency and customer satisfaction.
Connect with ServiceNow at Mobile World Congress
In a rapidly evolving landscape, telecoms must act decisively to integrate GenAI into their operations. The potential benefits are vast – from cost reduction and increased efficiency to improved customer satisfaction. View the full article ‘Put GenAI to Work in Telecom’ and gain insights into use cases, implementation strategies, and the path to sustainable growth in the AI era.
To learn more about how ServiceNow is helping put GenAI to work for Telcos, explore ServiceNow’s Mobile World Congress ’24 microsite or request a meeting with us.
ServiceNow @ MWC ‘24: Upper Walkway, Green Garden 4 (GG4)
