Leveraging artificial intelligence to optimize telecom operations, efficiency, and profitability

Telecommunication companies undoubtedly have the unique privilege of generating enormous amounts of data about their customer contacts and business processes. The networks they manage produce huge volumes of operational data on a daily basis, generating information about network status and customer behaviours in wondrous amounts. Additionally, telecoms have the capability of collecting data on customer contacts through online, telephone, and retail channels, as well as across customer care, sales, and technical support transactions. While much of the data related to customer contacts, service provisioning, and network status are currently retained, the overwhelming volume of user, operational, and contextual data means there is now a growing challenge about how best to manage, analyze and use the information available. Data Management for telecom operations has become a major challenge and directors of telecom operations optimization are now realizing that current approaches are extremely difficult to implement at scale, and that many of the existing tools for analyzing data have now become stale (GSMA Intelligence, 2021; Cisco, 2022; Ericsson, 2023).