Key Takeaway
Half of business leaders lack a clear roadmap for deploying Generative AI (Gen AI), risking stagnation in pilot phases. Telecom firms need phased plans tied to specific business outcomes to avoid scattered efforts and ensure alignment with strategic goals. Despite challenges, Gen AI offers significant incentives, promising improved productivity and efficiency—63% of leaders anticipate enhanced employee output. Key applications include automating network functions and enhancing customer experience through intelligent support tools. Additionally, 44% of leaders aim for cost reduction, with Gen AI potentially achieving savings of around 20%, as demonstrated by successful implementations in contact center operations.
Half of the business leaders surveyed indicate that they lack a clear roadmap for deploying Gen AI.
Without such a roadmap, even dedicated teams risk remaining stuck in pilot mode, conducting experiments without achieving operational scale.
For telecom companies, this necessitates phased plans tied to specific business outcomes.
By avoiding fragmented efforts and aligning Gen AI with strategic objectives, organizations can ensure that the technology delivers genuine value.
Gen AI’s Role in Enhancing Service and Reducing Costs
Despite these challenges, the incentives for telecom companies are compelling.
Gen AI has the potential to enhance performance in the areas where telecom firms need it most.
Productivity and efficiency are at the forefront: 63% of leaders anticipate that Gen AI will boost employee output.
For telecoms, this could involve automating essential functions like network fault detection, real-time diagnostics, and bandwidth optimization.
By forecasting issues before they affect service, providers can minimize downtime and reduce customer complaints.
Enhancing customer experience is another key focus, as 45% of leaders identify service improvement as a primary goal.
Gen AI facilitates more responsive support through intelligent chat agents, predictive analytics, and real-time personalization.
These tools enable frontline teams to resolve issues more quickly, often during the first point of contact.
Cost reduction is also crucial, with 44% of respondents citing savings as a strategic aim. Gen AI can deliver measurable benefits in this area as well.
Edoardo’s experience at Restworld serves as a compelling example for a telecom’s contact center operations.
“We’ve eased the burden on our recruiters, freeing them from having to conduct between 10,000 and 12,000 conversations each month,” he states.
“We’re still evaluating the figures, but it could lead to cost savings of around 20%.”
