What is Artificial Intelligence?

Artificial Intelligence (AI) focuses around the development of ‘smart’ machines that are capable of performing activities that typically need human intelligence. AI covers a wide spectrum of associated technologies that benefit businesses across industries in multiple ways and covers only a fraction in the world of technology and computer science.

The list of AI uses can go on and on, however, advancements in machine learning (ML) and deep learning are causing a paradigm shift across the global tech industry.

AI and Telco’s

Telcos and Communication Service Providers that are proactive have invested in AI to cover four key areas:

  1. Network Optimization.
  2. Predictive Maintenance.
  3. Virtual Assistants 4. Robotic Process Automation (RPA) and Digital Process Automation (DPA).
Network Optimization

AI allows CSPs to build self-optimizing networks (SONs) which allows operators to automatically optimize the quality of their network based on elements such as the source of traffic, time and region. Similarly, by applying AI to the process, operators are able to apply advanced algorithms to search for patterns within a given set of data. This will result in allowing CSPs to detect and predict network anomalies, solving problems proactively.

A report run by IDC indicates that 63.5% of global operators are investing in AI to improve their system infrastructure and user experience.

Predictive Maintenance

Telcos can now use AI, extensive machine learning techniques and custom algorithms to analyse their vast customer data sets to predict future results based on  past behavior of customers and anticipate problems before they happen.

As a result. this will  improve root cause analysis and prediction due to the network automation and intelligence applied. For instance,  ADL helped create a credit score engine based on customer data to generate a credit score based on the factors affecting trustworthiness on terms loan repayment.

Virtual Assistants

AI has also allowed telcos to step up their customer service by implementing virtual assistants through conversational AI platforms – automating and scaling one-to-one conversations so effectively that businesses are expected to cut costs  by over $8 billion annually in 2022.

Virtual assistants allow service providers to help contend with the huge volumes of support requests for installations, setups, troubleshooting and maintenance which usually overwhelms the customer service centers, preventing staff from being able to attend to the real-world problems faced by customers.


RPA is  a type of a business process automation based on AI. Implementing RPA would allow businesses in the telecommunication industry to carry out effective back-office operations and better manage the large number of repetitive and rule-based actions, freeing up  staff to carry out more high-valued work.

Deloitte predicts that over 40% of Telecom, Media and Tech executives see a ‘substantial’ benefit from cognitive technologies, with 25% having invested $10 million or more.  


DPA is emerging at rapid rates and is a key component for future business process management strategies. By applying AI, businesses are capable of obtaining the agility and insights needed to activate an automated business process – managing data flows and simplifying the process of looking for improvements.

Pervasive AI – Is it better than an employee?

With the current level of advancements, network and service management systems are still being built based on the knowledge, experience, and expertise of employees, making it a time-consuming and challenging process.

However, by adopting an emerging technology such as AI, employees will have a supporting tool that is capable of focusing on the tedious, repetitive tasks, giving employees time to focus on the more critical tasks at hand. AI is how businesses can fill the gap between getting a job done effectively and offering the best quality in the shortest possible time.

Is it all worth it?

Change of any sort will come with some level of concern and should be implemented after a careful weighing in of its benefits and drawbacks. When implementing technology such as cloud computing, the Internet of Things (IoT), Machine Learning (ML) or even AI, two key factors need to be considered – the costs of implementing and most importantly its effect on the employees.

Any form of investment will not seem beneficial in the short run. With technology such as AI, businesses need to focus on the long-term gain that the investment provides. By investing in AI, businesses will soon be able to optimize their costs of labor while identify new revenue streams.

Similarly, yes – such technologies will put employees out of a job, nevertheless, it is the skilled and experienced employees that such businesses require to help analyze, support, review, and verify the results derived.

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