We all dream of a world where network issues and outages never happen, customer service is seamless and fast, and every service we choose is created just for us. It almost sounds like science fiction! However, for the telecom industry, that future is now, and it’s all possible through the power of AI in the telecoms industry. Today, we explore how AI is changing the telecom landscape, and what that means for your business.

AI in Telecom: Why is it Needed?

As we’ve shifted to a digital-first, always-on society, the telecoms industry has borne the brunt of this shift. Networks are significantly more complicated now each of us has multiple devices permanently connected to cellular services. Customer’s wants have changed, with an emphasis on faster, better service. And competition has gotten tougher than ever.

Plus, there’s another, hidden issue. One that few outside the telecom infrastructure business even realize. There’s simply too much data flowing now for humans to handle alone. Here’s where telecom AI use cases can really shine. Able to learn from data, make decisions, and even handle complex tasks (like network switching) without human help, AI has a key role to play in shaping the telecom future. 

Telecom’s AI Use Cases

What does this really mean? Today, we’re already seeing AI deployed to meet several critical use cases. Let’s take a closer look.

Smarter Customer Service

Remember when you had to wait on hold forever to talk to someone at your phone company? Who can forget the endless cycle of on-hold music and occasional disinterested customer service agents? Luckily, AI in the telecoms industry has a solution. 

Virtual assistants and chatbots can help answer common questions instantly and offer basic troubleshooting guidance. For more complex issues, they can then escalate to the right human agent. Plus, AI works 24/7, with no need for breaks. One case study suggests that up to 70% of customer questions can be answered without the need for a human agent. Customers are happier, and telecom companies save money. It’s a win-win.

That’s not all AI for telecommunications can do, however. AI can study how customers use a company’s services. Then, it suggests new plans or features they might like. For example, if someone regularly uses all their data, AI might recommend an unlimited plan. This helps companies sell more services while actually helping customers get what they need.

Better Network Management and Optimization

The advantages of AI for telecommunications don’t stop on the customer side, either. As data volumes fast outpace infrastructure capabilities, AI can help keep networks running smoothly, doing more with less. 

AI systems can spot patterns that show when equipment might fail or when network traffic will spike. This means fewer surprise outages and better service for customers. It can also route calls and data through the most efficient paths for:

• Fewer dropped calls
• Faster internet speeds
• Better use of existing equipment and infrastructure.

And as we face the sundowning of legacy networks and the 5G and 6G networks, AI helps beat the new complexities by:

• Automatically adjusting antenna settings
• Managing network slices across different services
• Balancing loads across the network for more efficient performance

In short, the networks of the future need the near-instantaneous, always-on abilities of near-human AI to help smooth service distribution and maximize infrastructure use the right way. 

Security and Fraud Detection

Telecom fraud costs the industry billions of dollars each year. AI in the telecoms industry gives a valuable way to fight back. AI can:

• Spot Unusual Patterns: AI learns what normal usage looks like for each customer and network. When something unusual happens – like sudden international calls or strange data patterns – AI can flag it for review or even block it automatically.
• Block Scam Calls: AI in the telecoms industry analyze calls to identify robocalls and scammers. They can block these calls before they reach customers, making everyone’s phone experience better.
• Protect Against Cyber Attacks:  AI constantly watches network traffic for signs of hacking attempts and can respond much faster than human security teams. Currently, it delivers near-real-time responses, and this is only set to improve. Additionally, the ability to use proactive data, not simple reactive strategies, helps keep cyber incursions at bay.

Operations and Maintenance

Let’s circle back to that proactive, predictive ability. Instead of waiting for equipment to break, or playing the maintenance guessing game, AI can predict when cell towers, cables, or other infrastructure need maintenance. Not only does this help telecoms companies keep budgets tight, but it prevents service interruptions that can harm customer service.

AI in the telecoms industry can work hand-in-hand with field service teams to:

• Determine which problems are most urgent
• Find the best technician for each job
• Create efficient routes to save time and fuel
• Ensure the right parts are in the service vehicles

Infrastructure: Planning, Investment, and Making the Most of What You Have

Telecom network infrastructure is notoriously expensive, and often difficult to retrofit or upgrade in urban areas. AI can assist companies to make smarter decisions about where to invest through three key areas:

• Analyzing Usage Patterns: AI can spot areas where demand is growing and recommend where to add capacity.
• Simulating Network Changes: Before spending millions on new equipment, companies can use AI to simulate how changes will affect service quality.
• Optimizing Tower Placement: AI can analyze terrain, population density, and usage patterns to find the best places for new cell towers.

On top of these advantages, AI for telecommunications also helps you make the best of what you’ve already got. It powers load-balancing strategies like network switching and re-routing for best service quality. Plus, better proactive maintenance avoids downed infrastructure issues.

How Small and Medium Telecom Companies Can Use AI

If you’re on the smaller side of the industry, this probably sounds like a whole lot of cash leaving your budget. Cash you can likely ill-afford. However, you don’t have to be a giant corporation to benefit from AI for telecommunications. Here are some ways smaller telecom businesses can get started:

• Start with Ready-Made Solutions Many companies offer pre-built AI tools specifically for telecom that don’t require a huge investment.
• Focus on Customer Experience Even a simple AI chatbot can improve customer satisfaction and free up your team for more complex issues.
• Use AI for Data Analysis Let AI help you understand your customer data to find opportunities for new services or improvements.
• Partner with AI Specialists Work with companies that specialize in AI in the telecom industry to implement solutions tailored to your business.

Where to From Here? The Future of AI in the Telecom Industry

The AI revolution in telecom is just getting started. As the tech matures and more possibilities open up, there’s plenty more to look forward to from AI for telecommunications. This includes:

• Self-Healing Networks: Future networks will use AI to automatically detect and fix problems, often before customers even notice an issue.
• Advanced Voice Analytics: AI will understand not just what customers say, but their emotions and intentions, allowing for better and more nuanced service.
• Internet of Things Management: Billions of devices are set to connect to telecom networks in smart homes and businesses as the IoT grows. AI will be essential for managing this massive new load.
• Augmented Reality Services: AI will power new telecom-based services that blend the digital and physical worlds for both business and entertainment.

AI for telecommunications is shaping a new revolution. From smarter customer service to self-optimizing networks, artificial intelligence is helping telecom companies of all sizes provide better service while reducing costs. The ultimate business win. It may not be overstating to say that AI for telecommunications is as fundamental as the telephone itself once was. 

If you’re ready to embrace everything AI in the telecoms industry has to offer, reach out to Raj Goodman and the team today to get you started.