How AI Enhances Customer Experience

How many times have you needed to contact a provider to resolve an issue? While many of your experiences may have gone smoothly, you are likely to have encountered some difficulties when calling customer service. Long wait periods, continual rerouting, and the occasional dropped call (requiring restart of the process) can all hinder receiving customer support assistance.

Yes, the vast majority of clients seek customer care assistance by calling a company, but is this the most successful method? The tide appears to be turning, especially as consumers want more immediate solutions in real-time without having to dial a number.

Not only the above mentioned, but issues faced by clients keep changing day by day. With new challenges arising now and then in telcos, it is also essential that they satisfy all the expectations of their clients to a greater extent. To face challenges, AI can help telcos to provide a good customer experience.

Telcos can use AI to evaluate complicated client behavioral patterns and offer contextual services, plans, and content that speeds up service offerings.

Discussed here are a few major challenges faced by customers and ways how AI helps in tackling them.

Challenges in the telecom sector and their AI solutions
Need of Quicker Service

Most telecom service providers receive millions of consumer queries. With an ever-increasing number of requests, the inability to provide prompt support has become a challenge.

Customers have expressed high levels of satisfaction when their telecom provider promptly fixes their difficulties, manages customer enquiries without long wait times, and provides a simple interactive system that does not require many levels of contact.

Integrating AI, machine learning, deep learning, and Natural Language Processing (NLP) into a Customer Experience Management (CEM) platform allows telecom firms to boost customer satisfaction, reduce churn, improve customer experience quality, and boost brand equity. As a result, telecom businesses must invest in a strong Customer Experience Management (CEM) platform.

According to Forbes, One big telco employs machine learning technologies to note how many times a person has contacted for help or said “I’m canceling my subscription.” When scores reach certain thresholds, the software notifies sales teams and provides targeted offers such as refunds, discounts, or other rewards. Thus they achieved lower attrition rates and greater customer satisfaction scores which were the commercial benefits.

Increased requirement for personalization

Immediate support, personalisation, and multichannel communication are more vital than ever. Ignoring these requirements might result in extended wait times, inconvenient back-and-forth talks with numerous executives to remedy the problem, and unsatisfactory automated responses.

Personalization enhances consumer satisfaction. Artificial intelligence can help in delivering a more intelligent, convenient, and informed consumer experience across the customer journey. Data from analytics engines including conversion rates, subscriber profiles, content usage patterns, and location data can be used by AI systems to make precise offers to clients.

Take an example from Forbes. Customers can interact with their Comcast system using natural speech using a voice remote from Comcast. This enhances human comfort in collaborating with AI intelligent agents to address their problems.

Prevent outages

One of the most important ways for telecommunications to give clients what they want is to avoid downtime. 

Through the use of AI and machine learning, Predictive maintenance enhances customer satisfaction. Companies can use data-driven insights to manage devices, learn from prior data, predict equipment failure, and correct it before it happens.

Expecting 24/7 Uninterrupted Network

No customer tolerates the network issues, particularly at critical times. Many telcos fail to provide a continuous and efficient network service.

Network optimization is another major area where AI can help. Artificial intelligence-powered Self-Organizing Networks (SONs) can help networks adapt and rearrange based on current demands. It’s also useful for creating new networks. AI-enabled networks are more efficient at providing consistent service since they can self-analyze and optimize.

Increased notion for eco-friendliness

Telecommunications companies are among the largest energy consumers. Customers are increasingly demanding that goods and service suppliers be environmentally conscious and ethical. While this presents a challenge in terms of reworking and upgrading systems, telecom businesses will gain in the long run.

Korea Telecom (KT) is testing an AI system that reduces energy use in one of its data centers, with ambitions to expand the concept to other locations by 2022.

KT’s 13 data centers in Korea account for a lesser percentage of the company’s emissions (about 22 percent), and the company is attempting to reduce them by enhancing temperature management and employing better-built air conditioning equipment.


Expectations from the client-side keep on increasing every day. Since Telcos deal with a vast volume of data, the sector has to both tackle their challenges and make sure that their clients have a good experience when using their service.

In this current era of an ever-changing world, by adopting the best technology like AI, telcos can satisfy their customers and remain at the top-most place amongst their competitors.

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