The state of telco AI and what operators should do next

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Major advancements in artificial intelligence are increasing telco stakeholder expectations. This report assesses where telcos are on their AI adoption journeys and provides recommendations for how they can accelerate their progress.

Description

Format: PDF filePages: 31 pagesAuthor: Will DaviesPublication Date: September 2024

Table of Contents

  • Executive Summary
  • Background on our research
  • Introduction
  • Adopt customer-centric AI strategies
  • Embody agility to accelerate use case maturity
  • Build a cross-domain centre of excellence (CoE) to accelerate AI adoption
  • Take an open approach to plug capability gaps
  • Learn from the success of others
  • Conclusion

Table of Figures

  • Figure 1: Take an inside-out approach to achieve commercial success
  • Figure 2: Telco interview programme with 21 senior executives
  • Figure 3: Telco survey with 104 telco respondents
  • Figure 4: The lack of consensus over which challenges are most significant highlights the scale of the task for telcos implementing AI
  • Figure 5: 56% of telcos see cost consolidation as the most important driver of the business case for AI adoption
  • Figure 6: A focus on revenue increases a telco’s chance of differentiation
  • Figure 7: Telcos should take an inside-out approach to achieve commercial success
  • Figure 8: Network and customer care use cases are cited as the most impactful from a commercial perspective but maturity is still relatively nascent across all
  • Figure 9: Many telcos are struggling to scale use cases beyond the PoC phase across the three highest value categories stated
  • Figure 10: Centralised decision making is the most favoured of the three approaches
  • Figure 11: Telcos with a CoE have greater use case maturity
  • Figure 12: Skill-related challenges are ranked highly by telcos
  • Figure 13: The top three ranked partner traits

 

Technologies and industry terms referenced include: AI, analytics, automation, Automation strategy, chatbot, collaboration, customer experience, deployment, Differentiation, Generative AI, Governance, Machine Learning, partnership, proof of concept, Telecoms, Use cases