How Artificial Intelligence is Changing the Telecommunications Industry

Artificial intelligence (AI) has rapidly developed since the turn of the 21st century, putting it at the forefront of all things Telecommunications technology.

While the telecommunications industry used to be a simple phone line and waiting tune, it has developed for the better. The communications available today are very demanding, requiring better quality and better customer experiences.

Many companies realise that one of the best ways to do this is to pull together all their previously gained data from past customers and experiences before analysing and progressing further. But how else is AI changing the telecommunications industry?

Customer experience

Once seen as something out of a science-fiction film, virtual assistants have snuck into reality and have highly developed throughout the 21st century. Modern-day virtual assistants have learned to automate and scale one-to-one conversations efficiently. So efficiently, that many companies, such as Vodafone (with TOBi) and O2 (with Aura), are cutting back on the human aspect online and implementing their chatbots that can aid in commonly asked customer service questions.

Common issues that virtual assistants can help with include installation, troubleshooting and maintenance that human customer service assistants bombard with every day. This way, the virtual assistants remove the common issues, and the humans can focus on the more complex problems that a customer may encounter or concentrate more on trying to upsell.

In the future, AI will be able to identify other issues on its own, developing strategies to deal with such problems. Importantly, they can create a new and improved customer experience, which will place them above their company’s competitors.


Regarded as two of the most disruptive technologies of the 21st century so far, AI and 5G are just at the beginning of transforming the telecommunications industry. With AI be apply to both the device and the 5G network, the user will benefit from more efficient wireless communications and longer battery life, while enjoying an enhanced user experience.

Not only this, AI is hugely beneficial to telecommunication companies looking to analyse 5G coverage data. Firms that adopt machine learning technologies benefit from analysing data such as percentage of land & population covered with services and the land which is unavailable to services. It makes it easier for companies who are looking at where to spend their resources in specific locations best. AI also identifies periods when usage is usually high, so it can implement steps to relieve or remove the effects on mass outages for users.

Also Read: Essential considerations for Artificial Intelligence in Mobile Networks: How to feed your AI

Network optimisation

The telecommunications industry now adopts the use of advanced algorithms through the use of AI, and they look for patterns in data. It is a huge benefit for companies that can analyse data.

Decision-makers can see areas in which the business can improve, whether it is more proactive and efficient or identifying common customer issues. A case study conducted by IDC has suggested that 63.5% of telecommunication companies have invested in AI technology so they can improve their infrastructure.

Robotic process automation (RPA)

A telecommunications company is likely to experience hundreds of new interactions daily. Each new piece of communication comes with its issues, opening the door for human error. If these interactions did through an automated robotic process instead, each communication would be the same standard with a clear, practical and duplicated service offered to everyone based on clear industry rules.

A study conducted by Deloitte suggested that various executives within this sector have invested in cognitive technologies, with 40% saying they have gained substantial benefits from the advances and changes within technology.

Also Read: Artificial Intelligence AI: Man vs. Machine

Fraud detection

Another benefit of incorporating AI in the telecommunications industry is the ability to detect fraudulent activity. Being able to see this at an early stage prevents a large-scale company disaster from happening in the future.

The algorithms set in place work to learn the formalities of the company sites and accounts. It allows the system to easily spot something that would be out of regular order, such as a fake account, a hacker or account theft.

The greatest thing about this story is that AI can spot an abnormality in even the largest sector of data, like a needle in a haystack. It makes its detection time far quicker than that of a human. By quickly discovering fraudulent activity, staff can then intervene, allowing a real-time response to act on, with a further investigation be conduct before events get more serious.

Improve efficiency & profit margins

A company’s main objective is to record high-profit figures. One way of increasing profit: lowering costs. For most firms, AI technology introduces to make processes more efficient and cost-effective. By making sure the same level of output achieves while incurring fewer expenses, the business will see an increase in profit.

The telecommunications industry has to hold on to vast quantities of data, and storing this data comes with an expensive price tag, eating into bottom lines. Through the use of AI and machine learning, the telecommunications sector can now streamline the information it holds much more comfortable and thus lower costs.

Also Read: Role of Identity Verification in FinTech and How it Remodeled using Artificial Intelligence Technology?


The integration of AI in the telecommunications industry is helping to develop the sector in the long run by:

Providing businesses with a set management scheme of big data and analytics

Aiding in the maintaining of infrastructures

Improving business optimisation for a better customer experience

One of the most significant benefits of AI is its consistency in its self-development and continuous upgrades. AI and machine learning are sure only to accelerate the growth and potential of the telecommunications industry and develop it for the better, providing better customer service and generating higher revenue and retention ratings.

Author Bio:

Oliver Griffiths has a passion for film, video games and technology. He can found at Tillison Consulting running several clients’ digital marketing campaigns across all sectors and platforms.

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