Telecoms.com
intelligence
Telecoms.com eBook: AI in CEM – the opportunity for telcos
Advances in artificial intelligence presents an opportunity for telecoms operators to entirely revolutionise their approach to customer experience management.
Customer service, specifically, comes with a standard cost per user – and every time the customer makes contact to discuss a problem that’s a charge to the operator. Therein lies the problem with the existing model, it isn’t pre-empting customer experience issues.
By introducing elements of behaviour prediction, network condition prediction and customer service automation, operators can rapidly begin to minimise the cost of running contact centres and help optimise average revenues per user.
This eBook produced by Telecoms.com and IBM explores how AI can be realised today, and some examples of how IBM’s Watson has done so.
2 comments
Leave a comment
Loading ...
Scott, Iain and Pierre get some rare quality time together on this week’s guest-free pod. Inevitably the preamble i… twitter.com/i/web/status/1…
27/03/2023
The @telecoms podcast returns this week with @bt_uk, @Huawei and vRAN. Watch or listen to the full episode here:… twitter.com/i/web/status/1…
27/03/2023
Executive headhunters are reportedly helping UK incumbent BT find its next willing victim to take on the top job. telecoms.com/520867/bt-repo…
27/03/2023
The boss of Chinese telco China Unicom told reporters he expects his company to start trialling 6G application scen… twitter.com/i/web/status/1…
27/03/2023
Nokia has unveiled the latest iteration of its energy-saving software to help reduce power usage in telecoms networ… twitter.com/i/web/status/1…
27/03/2023
Low Earth Orbit satellite firm OneWeb has launched a further 36 satellites from the Satish Dhawan Space Centre in S… twitter.com/i/web/status/1…
27/03/2023
Openreach, BT’s wholesale arm, has declared full #fibre broadband is now available to 10 million homes, businesses… twitter.com/i/web/status/1…
26/03/2023
Virgin Media O2 (@virginmedia @O2) might be willing to splash the cash to boost its #fibre footprint.
Read now: ow.ly/XEma50Nrx2H
26/03/2023
Excited and waiting for the ebook to release.
World is going to automatize everything. One example is the Personas, which visibly try to classify the customer, aiming to discover how He/She thinks and reacts. The objective is to transform all in digital, digitalize people and to take off all the human body still has. The liberty of choice and power to be different. Companies will no longer develop products and services for customers but for “models” of customers. Robots will take place of human body making the it a simple object of research to develop machines.
Is it progress?