How Does AI Help Telecoms Keep Customers Happy?

The telecom industry has faced formidable challenges over the last decade. These companies have dealt with escalating operating costs, relentless competitive pressure from tech companies and high churn rates, with customers frustrated by their customer service and support experiences.  

AI offers telecom companies an incredible opportunity for reinvention. But while 60 percent of telecom companies expect AI to help optimize operations, they are still unsure of when—or how—to jumpstart their AI journey.

According to Chris Penrose, Global VP of Business Development for Telco at NVIDIA, telecom companies face unique complexities—and opportunities—when it comes to AI implementation. Many need accelerated infrastructure to run AI solutions, the right software tools to apply the technology, and employees with the technical skills to work on generative AI (Gen AI) solutions. 

“It all starts with the data,” Penrose says. “You need the data to be clean and high-quality to train models and apply your AI solutions.” 

Data wrangling can be a tall order for telecom companies since enterprise data sits in a variety of systems—on-premise, in the cloud, and in different legacy systems.

Comprehensive AI solutions like the Dell AI Factory with Amdocs & NVIDIA empower the world’s leading telecom companies by providing products, solutions, and services tailored for AI workloads—from the desktop to the data center and cloud.

Many of these companies are turning to Dell, Amdocs amAIz and NVIDIA technologies to create AI-enabled solutions, build software-defined and accelerated infrastructure for 5G, and bring connected intelligence to smart devices at the edge.

"We provide validated designs and blueprints specifically created for telecom companies," says Penrose. “We can quickly find the right configurations that allow them to apply applications immediately.”

AI is already transforming customer service, and telecom companies using chatbots and digital avatars have been able to enhance customer experiences through AI.  

“We see many telecom companies leaning into that space,” says Penrose. “They’re bringing Gen AI and virtual assistants to provide a new level of experience, supporting agents on customer calls with personalized information at their fingertips.”

The Dell AI Factory with Amdocs & NVIDIA enables telecom companies to create industry-specific AI applications that integrate with their proprietary systems.

For example, when a customer asks why their bill increased month over month, a billing application running on top of Amdocs amAIz Platform and the Dell AI Factory infrastructure can pull a customer’s last set of bills and conduct real-time analysis so the representatives can effectively—and expediently —assist the customer.

According to Penrose, initial proof of concepts in a large NAM Operator showed a 50 percent reduction in the call handle time for billing inquiries, and a 49 percent improvement in customer satisfaction (Source: AMDOCS and NVIDIA).

“We’re not just seeing minimal changes—we’re seeing orders-of-magnitude improvements,” Penrose says.

AI solutions are transforming network operations, too. Telecom companies have huge proprietary databases of processes and procedures unique to the way they run their business. 

The Dell AI Factory with Amdocs amAIz & NVIDIA can help companies process network traffic logs and conduct real-time diagnoses of what’s occurring on their network, through simple human language questions and prompts. The result: accelerated and easier trouble-shooting and decision-making.

Those AI applications are only scratching the surface. Penrose says the Dell AI Factory with Amdocs amAIz & NVIDIA can also create new platforms for telecom companies bringing new services into the market.

“These are services telecom companies can actually create themselves,” says Penrose. “Being able to offer infrastructure as a service, as well as additional AI services in the market is a new opportunity to jump on the AI wave and participate in that revenue as well.”

Penrose has seen the telecom industry undergo dramatic change through different technology waves, but this opportunity is different. 

“I’ve never seen a technology get adopted so quickly, at such scale and so rapidly, every single day as with AI,” he says.

Through the Dell AI Factory with Amdocs amAIz & NVIDIA, telecom companies can now rapidly create, deploy, and scale powerful AI applications that have the potential to produce significant ROI.

“The faster things roll out, the quicker employees learn and create new solutions," says Penrose. "It's crucial to develop skills rapidly and start seeing benefits. With the market moving swiftly, telecom companies must act fast.”

Learn more about the Dell AI Factory with NVIDIA. Explore Dell AI and NVIDIA for Telecom.