«Through Software Defined Network (SDN) and Network Functions Virtualisations (NFV), networks now consist of a massive number of interconnected machines, agents, data collection devices, etc. With IoT, the size of networks will grow exponentially and humans won’t be able to manage them by themselves. Nowadays, networks are gaining the capacity to structure and optimize themselves, therefore, platforms are to identify themselves which resources allocate to specific nodes and services based on likely load evolution determined by AI engines.
AI will greatly improve Customer Service. This will happen through the auto optimisation of network functions we just explained. AI will allow systems to “sense” customer experience throughout the various processes impacting the journey of the customer. It will be a key feature of self-help tools allowing the customer to identify solutions to their problems, service add- on, etc. without much human interaction. This will also come through some automation of call center functions, through screen or chatbots, allowing to improve customer experience.
Finally, AI is also poised to play a big role in Sales and Marketing allowing telcos to increase their revenue by much better identifying customer needs. AI and Machine Learning will help and are helping telcos in subscriber profiling, analysing usage trends, predicting churn, etc.»