Key Takeaway
Half of surveyed business leaders lack a clear roadmap for deploying Generative AI (Gen AI), risking stagnation in pilot projects. Telecom firms need phased plans linked to specific outcomes to avoid scattered efforts and ensure alignment with strategic goals. Despite challenges, Gen AI offers strong incentives, promising improved productivity and efficiency; 63% of leaders expect enhanced employee output. It can automate functions like network fault detection and enhance customer experience through intelligent support tools. Additionally, 44% of leaders aim for cost reduction, with potential savings of around 20% demonstrated in contact center operations.
Half of the business leaders surveyed indicate that they lack a clear roadmap for deploying Gen AI.
Without such a roadmap, even dedicated teams risk remaining in pilot mode, conducting experiments without achieving operational scale.
For telecom companies, this necessitates phased plans that are tied to specific business outcomes.
By avoiding fragmented efforts and aligning Gen AI with strategic objectives, organizations can ensure that the technology delivers tangible value.
Gen AI’s Role in Enhancing Service and Reducing Costs
Despite these obstacles, the incentives for telecommunications companies are compelling.
Gen AI has the potential to enhance performance in critical areas where telecom firms need improvement.
Productivity and efficiency are paramount: 63% of leaders anticipate that Gen AI will enhance employee output.
For telecoms, this could involve automating essential functions such as network fault detection, real-time diagnostics, and bandwidth optimization.
By forecasting issues before they affect service, providers can minimize downtime and reduce customer complaints.
Enhancing customer experience is another key focus, as 45% of leaders identify service improvement as a primary goal.
Gen AI facilitates more responsive support through intelligent chat agents, predictive analytics, and real-time personalization.
These tools enable frontline teams to resolve issues more quickly, often during the first point of contact.
Cost reduction is also a significant factor, with 44% of respondents citing saving money as a strategic aim. Gen AI can provide a measurable impact in this area as well.
Edoardo’s experience at Restworld serves as a compelling example for a telecom’s contact center operations.
“We’ve alleviated the burden on our recruiters, sparing them from having to conduct between 10,000 and 12,000 conversations each month,” he states.
“We’re still evaluating the figures, but it could result in cost savings of approximately 20%.”
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