AI Important to Boost Customer Experience: Report

1252
  • 92 per cent of service providers have refined the use of network insights to drive performance during the last year
  • Most communication service providers are already working on AI and automation initiatives

According to a recent report by Ericsson, 90 per cent of the operations executives stated that AI is important in boosting customer experience.

The report also highlighted that 92 per cent of service providers have refined the use of network insights to drive performance during the last year. It stated that most communication service providers are already working on AI and automation initiatives.

Using AI and automation

It also stated that the operations executives are using AI and automation to drive business outcomes, capture opportunities and to address challenges such as improving net promoter score (NPS) – a clear indicator of a good consumer experience – and cost-efficiency.

“The introduction of 5G and IoT, the explosion of connected devices and the battle to stay relevant have a profound impact on the ways in which networks and IT need to be operated. As 5G is introduced around the globe, service providers are faced with the challenge of having to manage more coexisting technologies and use cases, new service requirements, virtualization, and network slicing,” said Peter Laurin, Senior Vice President and Head of Business Area Managed Services, Ericsson.

The report mentioned that operations areas at communications service providers have always been involved in the cost efficiency agenda. However, they now emphasize an increased customer experience focus in operations.

Editor Team

LEAVE A REPLY

Please enter your comment!
Please enter your name here