The role of Artificial Intelligence

[nurmohammadkhan]

From this point of view, 5G is undoubtedly one of the key technologies to be developed to meet the needs of consumers for a fast network and a stable and quality connection.

This is why it is essential for telecommunications companies to invest significantly in innovation, including by modifying their organization and expanding their facilities.

In this regard, we talked in another article about how important edge computing is to facilitate this technological development and make it sustainable both economically and energetically.

Reducing response latency in digital services, ensuring the best connection everywhere, eliminating unnecessary transfers of data and information, avoiding the risk of a general blocking of services in the event of a malfunction of the central data center: these are just some of the significant advantages that can be obtained with the implementation of an edge computing structure.

All together these benefits contribute to increasing the perceived quality of service by the customer and, by extension, the customer experience.

The “hunger for innovation” characterizes the customers in the sector and all players must take it into account (source: Oracle).

“Diversification” is the watchword : there is an increasing demand for wireless communications as well as Over-The-Top applications as well as broadband offerings capable of supporting IoT solutions and even VoIP services.

The great challenge is therefore to expand the range of proposals, but also to guarantee the same quality in each single product.

The quality of the customer experience, in fact, is decided (also) by the qualitative average of all these services offered : the weakness of just one leads to a worsening of the perceived quality of the entire brand.



Another crucial challenge for all telco companies is to be able to effectively develop Artificial Intelligence systems and integrate them organically into the customer experience .

After all, only through tools based on cognitive computing is it possible to improve the customer experience by making it more effective, thanks above all to a power and precision of data analysis that go beyond human capabilities.

In this sense, machine learning – a subset of Artificial Intelligence that allows the creation of systems that learn or improve based on the data they use – is very useful for enhancing “automated” relationships such as those with intelligent chatbots (source: Oracle), which are able to reproduce a human conversation and cross-reference data and past communications to predict requests and make interventions more precise and functional to needs.

Machine learning is also useful for improving other touch points and making the armenia whatsapp resource entire experience more fluid , intuitive and compatible with new customer habits : think, for example, of the world of mobile applications, where access must be able to occur simply via facial recognition and many functions must be customizable depending on the users' most frequent actions.



Finally, when talking about Artificial Intelligence applied to customer experience, we cannot help but talk about Customer Relationship Management (CRM) platforms, which are an indispensable tool for every provider in the telco sector given the advantages they ensure.

A CRM platform, in fact, allows you to track and analyse all relevant interactions with customers, providing the basis for making future forecasts on market trends and developments , in order to strategically plan investments and possible business developments.

In addition, CRM also helps make the sales process more efficient, by encouraging the generation of leads from email lists and users who visit the website or interact with the brand's pages, and by improving communication between various teams, so that agents can carry out immediate follow-ups or take advantage of any upselling and cross-selling opportunities .

This type of activity also improves the customer experience of companies in a broad sense, since it makes it more efficient on an operational level and shifts the focus of choices to the human aspect, which becomes decisive in outlining one's own market strategy.