Generative AI and beyond: Preparing for future A3
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The pace of GAI development over the last 12 months raises questions for telcos around what else is coming down the track in analytics, AI and automation. How should they respond to GAI, thing as customer, decision intelligence and digital immunity, among others?
Description
Format: PDF file
Pages: 50 pages Author: Charlotte Patrick Publication Date: June 2023Table of Contents
- Executive Summary
- Developing A3 will significantly impact telcos in four areas
- Preparatory actions for telcos
- Activity streams: A summary
- Introduction
- Augmented customer experience
- Main concepts
- Thing as customer: The significance for telcos
- Next steps for telcos in augmented customer experience
- Augmented experts
- Main concepts
- Decision intelligence: The significance for telcos
- The next steps for telcos in augmented experts
- Intelligent automation
- Main concepts
- AI design
- Main concepts
- Generative AI: The significance for telcos
- The next steps for telcos in AI design
- Smarter customers
- Main concepts
- The next steps for telcos in supporting smarter customers
- Increasing intelligence
- Main concepts
- The next steps for telcos in increasing intelligence
- Trust, value generation and skills
- Main concepts – trust
- Main concepts – value generation
- Main concepts – skills
- Digital immunity: The significance for telcos
- The next steps for telcos in trust, value generation and skills
- Conclusion
- Index
Table of Figures
- Figure 1: Impact areas and activity streams
- Figure 2: Four main areas of A3 impact
- Figure 3: A3 activity areas for telcos
- Figure 4: Entities in the new customer ecosystem
- Figure 5: What do machine customers mean for telcos?
- Figure 6: Typical data and A3 technologies seen in augmented experts
- Figure 7: Elements of the eGain Expert Helper solution
- Figure 8: Capabilities associated with decision intelligence
- Figure 9: Use of generative AI in a telco
- Figure 10: Potential needs of customer/partner digital twin
- Figure 11: Trends in new technology requirements in A3
- Figure 12: Description of trends in new technology requirements in A3
- Figure 13: Definition of digital immunity
- Figure 14: Digital immunity audit items
Technologies and industry terms referenced include: A3, analytics, augmented customer experience, automation, BSS, ChatGPT, decision intelligence, digital immunity, Generative AI, Intelligent automation, Machine Learning, Chat GPT, China Telecom, DT, eGain, Jasper.ai, Salesforce, SK Telecom