Advances in artificial intelligence presents an opportunity for telecoms operators to entirely revolutionise their approach to customer experience management.
Customer service, specifically, comes with a standard cost per user – and every time the customer makes contact to discuss a problem that’s a charge to the operator. Therein lies the problem with the existing model, it isn’t pre-empting customer experience issues.
By introducing elements of behaviour prediction, network condition prediction and customer service automation, operators can rapidly begin to minimise the cost of running contact centres and help optimise average revenues per user.
This eBook produced by Telecoms.com and IBM explores how AI can be realised today, and some examples of how IBM’s Watson has done so.
With Amazon and Google launching smart home initiatives, have the telcos missed out on their chance to cash in on this market?
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