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Take a quick gaze at the cascading effects of AI in areas, such as marketing, customer care, and operations in the communications space.

EXECUTIVE SUMMARY

Who should read it?

CIOs and communication service professionals who want to dissect artificial intelligence (AI) future well ahead in time.

ReadITQuik: Customer care and marketing management are undergoing significant shifts in industries, such as telecom. In this new context, the interplay of data and AI would be a big enabler for communications service providers (CSPs). Achieving balance, suitable AI testing, personalization for customer, clear use cases and return on investment (ROI) would be factors worth noting. The paper covers it all via some relevant recommendations.

Takeaways

• How to get intelligent with marketing, privacy, personalization, self-service, customer interactions, and data?
• The various ways to leverage AI for deep learning, assistants, emotion sensing capabilities, operations, networks, and human-computer interface.
• A look at the industry verticals that will be disrupted by 2025. Maybe your vertical made it to this list. Maybe it didn’t? Let’s find out.
• Getting the timing of investments right – neither too early nor too late.
• Around 84% CSPs were found worried about personalization in an Ovum survey. How does AI redefine personalization, pre-emptive care, real-time agents, conversational intelligence, engagement, and cross-selling?
• Some recommendations to get the formula right.

RIQ PERSPECTIVE

The paper points out the emergence of virtual assistants. This is where fiascos, such as Tay need to be borne in mind. What is interesting to note though is that AI could be just the gap that telecom industry was staring at when it came down to tapping network function virtualization to its fullest degree, especially with operational automation. A McKinsey report (just warned that after 2025 it could get extremely difficult to compete with the leading players. The ones who embrace it will double their cash flow by 2030 while those that don’t may lose 20% of their revenue. That’s something that the paper touches upon too – the timing of AI investments.

Check out Ovum’s survey findings and related recommendations in this paper