Finding value from AI, analytics and automation in the telco: Part 2

Finding value from AI, analytics and automation in the telco: Part 2

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In this report, we update our model of the financial value of adding AI, analytics and automation (A3) into a telco’s processes. This report focuses on the impact A3 can have in the BSS, channels, marketing and sales, and has a particular focus on the impact of new GenAI capabilities in these areas.

Description

Format: PDF filePages: 50Author: Charlotte PatrickPublication Date: December 2024

 

AI, analytics and automation technologies are expected to create a lot of financial value for telcos, both through reducing costs and creating revenue uplift. We used a detailed model of a prototype “typical” telco to gauge how these benefits will be felt across customer-facing functions, to help telcos prioritise their investments. New GenAI technology is helping to accelerate many improvements in customer care and channels.

Table of contents

  • Executive summary
  • Overview of the financial value of AI, automation and analytics in BSS, channels, sales and marketing
  • A3 in BSS
  • A3 in telco chanels
  • Digital channels
  • A3 in marketing and sales
  • Conclusion
  • Appendix

 

Technologies and industry terms referenced include: A3, AI, Amazon, Amdocs, analytics, automation, BSS, BT, chatbot, Communication, contact centre, content creation, customer, customer care, customer interaction, deployment, digital channels, GenAI, IVR, LLM, Machine Learning, marketing, microsoft, MTN, NLP, optimisation, personalisation, sales, Salesforce, Telco, Tele2, Telefonica, Use cases