The Future of Telecom Part 1: The Transformative Role of AI and Adjacent Technologies

As the telecom industry undergoes rapid transformation, driven by emerging technologies and shifting market dynamics, telecommunication companies (telcos) find themselves at a pivotal crossroads. For telcos, there is only one way forward: adapt and thrive, or resist and fall behind the competitive curve. This article, the first installment of a larger three-part series on the various influences shaping the new era of telecom, will take a deep dive into the transformative role of artificial intelligence (AI) and other adjacent technologies, like generative AI (gen AI), machine learning (ML), large language models (LLMs), etc.

Streamline operations and boost efficiency  

Perhaps one of the most significant benefits of AI is its ability to streamline operations, accelerate productivity and automate repetitive tasks. While these benefits are not unique to telcos, the incredible power of AI to modernize overly complex and outdated processes is undeniable. Telecom companies face highly complicated supply chains, requiring coordination between suppliers, manufacturers, distributors and other entities. Telcos can use AI and ML algorithms to modernize supply chain management by having these technologies analyze historical data and accurately forecast demand, thereby avoiding stock-outs or excessive inventory. 

A report covering telcos and gen AI from Oliver Wyman, a global management consulting firm, notes that AI will help enhance efficiency in telco operations, specifically via the use of autonomous digital agents powered by gen AI. These digital agents (particularly agentic models) will supercharge employee efficiency, acting as co-workers who can do anything from managing tasks and handling large workloads to building software features and troubleshooting issues. By automating these various workflows, humans can dedicate more time and energy to complex tasks or projects, increasing organizational efficiency.

Revamp customer experience

Another area where telcos continue to use AI is in customer interactions. It’s no secret that telecom has had a poor reputation from a customer service perspective. As recently as last year, the telecom industry received low scores in the American Customer Satisfaction Index Telecommunications Study (ACSI). Interestingly, the ACSI’s study noted that one of the main points of customer dissatisfaction with telcos came from interactions with their call centers. Telcos are aware of these criticisms and have begun using AI to enhance the customer experience through chat and other self-service features embedded in their apps and websites.

Read the full article here.

Read Part 2: Proactive 5G and IoT Monetization Strategies

Read Part 3: Navigating the Evolving Regulatory Landscape and the Push Toward Sustainability

Discover how EPAM is empowering telcos in their journey to TechCos – building future-ready intelligent connectivity solutions: https://www.epam.com/industries/telecom-media-and-entertainment/telecommunications