COVID-19 has no doubt accelerated the urgency of AI adoption and here are the key areas at play:
More than ever, the focus is on customer experience by providing extreme personalization, immersive experiences, and better product bundles for both consumers and businesses.
Problems arise when any fall in demand for new devices and roaming services could run into payment issues, especially with B2B customers. While continuing to service to residences and small businesses, even those that are unable to pay their bills.
Both B2C and B2B customers will need stable connectivity. The increasing stay-at-home new norm has placed greater emphasis on digital entertainment and the need for higher bandwidth with many relying exclusively on online to make day-to-day purchases.
AI technology can help telcos reinvent customer relationships by identifying personalized needs and engaging with customers through hyper-personalized one-to-one contacts.
AI also enables operators to forecast demand more accurately, anticipate network load, and adjust capacity and throughput automatically.
CloudApps telco clients have been deploying hyper-personalization AI based on Deep-Learning algorithms allowing them to adapt quickly to fast-changing contexts, even where there are hardly limited human interactions with customers and data is sparse. The main use cases are predicting new business, customer churn rates, and sales insights, as well as forecasting. All done with a high degree of prediction accuracy.