Data Analytics & AI

Research Report /

For the last five to seven years, communications service providers (CSPs) have been investing in data analytics. Now they are looking at how to add artificial intelligence (AI) and machine learning to improve customer experience, drive efficiency, increase agility and improve reliability. There are some big questions, however:

Should they implement a centralized AI architecture – a single ‘brain’ that controls all customer experiences and addresses networking and operations? Or should they implement specialized AI solutions on a case by case basis and integrate them as required?

For this Trend Analysis Report, our first on AI, we surveyed 187 executives from 76 communications service providers (CSPs) operating in 51 countries, and 115 executives from supplier companies. We also conducted dozens of interviews with respondents. Many of the CSPs we interviewed said they want to develop a strategy that involves joining the dots and potentially building central capabilities to accelerate the adoption of AI, but there is no consensus about the best way to do this. Indeed, many AI systems likely will be implemented independently and will span more than one domain, which will make integration difficult.

Read this report to learn:

  • What is AI?
  • How are CSPs using or planning to use AI?
  • What are the key benefits?
  • How can AI improve customer experience?
  • How can AI improve network and service management
  • Which suppliers of AI technology are CSPs are turning to?
  • Why is AI critical in telecom networks?
  • What are the biggest challenges operators face?
  • What steps do CSPs need to take to embrace AI?

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Amdocs Management Limited
Etiya Information Technologies
Microsoft Corporation
Nuance Communications Ireland Limited
WeDo Technologies
TM Forum

About The Author

Chief Analyst

Mark Newman is an analyst with 25 years of experience delivering insights on the future of the telecoms sector to senior level executives and audiences. Mark’s recent research has focussed on telecoms operator business models, digital transformation, service provider diversification, and the intersection between Internet and telecoms. He delivers analysis, presentations, strategy sessions and workshops to global audiences, helping them to plan for the changes that technology and disruptive new business models that will fundamentally transform their businesses. Mark was Chief Research Officer at Informa Telecoms & Media and Ovum before leaving to set up his own research firm, ConnectivityX, in 2016. He joined the TM Forum as Chief Analyst in February 2017.


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      Hi Karantez, the report is currently only available in it’s present digital format. Are you having trouble viewing anything? Let me know and I’ll see what I can do for you.

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