By D. Maan, Jadetimes News
As our mobile phones become increasingly intelligent, what advancements are being made in the telecom networks that support them?
Last week, Apple joined other mobile phone companies in announcing the integration of artificial intelligence (AI) into its operating system, branded as Apple Intelligence. This AI enhancement will also enhance the functionality of Siri, transforming it into a more effective personal assistant and streamlining user interactions.
Following Samsung's Galaxy AI and Google's Gemini AI for Pixel handsets, this trend towards AI integration signifies that smartphones will handle more complex computing tasks, leading to increased data generation and consumption. Consequently, mobile networks like O2, EE, Vodafone, and Three in the UK face heightened demands.
To manage these challenges, telecom companies are increasingly adopting AI, according to Ian Fogg, director of network innovation at CCS Insight. AI enables operators to dynamically manage radio frequencies for optimal service and to regulate energy consumption at cell towers during periods of lower demand.
This global shift towards AI in telecom networks is evident in South Korea, where Korea Telecom uses AI to swiftly localize and resolve faults within a minute, as reported by Alex Sinclair, chief technology officer of the GSMA, representing global mobile operators. Similarly, AT&T in the US employs predictive AI algorithms trained on extensive network data to anticipate and prevent issues before they occur.
AI Transforming Telecom Operations and Customer Service
AI in Network Monitoring and Management
Operators like Vodafone are leveraging AI digital twins virtual replicas of physical equipment such as masts and antennas to continuously monitor network performance. AI is also optimizing energy usage in data centers, ensuring servers remain cool and storage capacity is maximized.
Impact of AI on 5G Networks
The surge in data due to AI adoption is prompting telecom firms worldwide to invest in 5G Standalone networks. Unlike upgraded 4G systems, these dedicated 5G infrastructures offer significantly higher speeds and capacity. However, some experts argue that even these advancements may not fully meet the demands of the AI era, suggesting that 6G, expected by 2028, will be necessary.
AI's Role in Customer Service Enhancement
At events like the Mobile World Congress in Barcelona, discussions underscored AI's potential to revolutionize customer interactions in telecom. The industry aims to utilize AI to significantly enhance customer service quality, mitigating reputational risks associated with poor service experiences.
Global Telco AI Alliance
The Global Telco AI Alliance, comprising Deutsche Telekom, e&, Singtel, Softbank, and SK Telecom, serves 1.3 billion customers across 50 countries. Their collaborative effort focuses on developing an AI chatbot tailored for telecom, capable of handling routine customer queries. This initiative aims to free up call center resources to address more complex customer issues effectively.
Vodafone's AI Partnership with Microsoft Azure OpenAI Service
Enhancing Customer Service with Tobi
Vodafone has collaborated with Microsoft’s Azure OpenAI Service to enhance customer service, led by its digital assistant Tobi. Tobi interacts with over 40 million customers monthly across 13 countries and in 15 languages. The goal is for Tobi to autonomously handle customer queries, thereby reducing complaints and improving profitability and corporate reputation.
AI as a Virtual Assistant
Scott Petty, Vodafone’s chief technology officer, sees AI primarily as a virtual assistant that enhances human capabilities. By automating tedious manual tasks, AI allows Vodafone employees to focus on more creative endeavors that benefit customers and the environment. This approach also empowers customer agents to concentrate on resolving complex cases.
Impact on Customer Experience and Efficiency
Azure OpenAI is helping Vodafone customers navigate its websites more efficiently, leading to a doubling in successful online customer journeys and a 10% reduction in follow up calls. While concerns about AI potentially causing job losses in the telecom sector persist, GSMA's Alex Sinclair believes AI can actually empower lower income countries by democratizing access to specialized tools.
Optimistic Outlook on AI
Ian Fogg from CCS Insight shares a positive outlook on AI, highlighting its expanding applications across networks, devices, and software. He believes AI has the potential to significantly enhance efficiency and sustainability, making networks greener and the world more efficient overall.