How AI enhances Telecommunications

Published by FirstAlign

Artificial intelligence is a boon to almost every industry in today’s age. One such industry that has grown massively with the application of AI is that of Telecommunications. Features such as predictive analysis, robotic process automation, and virtual assistance have opened opportunities not previously seen. 

The telecommunication industry is no longer limited to providing basic phone and internet services. It is undergoing expansive technological growth led by mobile and broadband services and the adoption and utilization of AI-enabled smartphones. The AI in the telecommunications market is expected to reach $2,497.8 Million by 2022

This impressive growth is directly due to the implementation of AI, and stands as an example of the benefits that can be gained by the use of these technologies.

This article will examine the areas of telecommunications that are enhanced by AI. 

Predictive maintenance

AI enhances telecommunications

AI enhances telecommunications through predictive analytics. Data, AI-based algorithms, and machine learning are utilized to foresee future results. In this way, service providers use predictive maintenance to yield better services. 

Communications service providers use data-based insights to monitor the condition of the equipment, anticipate failure based on past patterns, learn from old information, and proactively fix the equipment. AI allows operators to effectively fix problems with hardware, such as cell towers, power lines, data center services, and set-up boxes. Artificial intelligence in network automation is able to analyze root causes and predict potential issues arising. Hence, AI-enabled predictive maintenance is essential for improving customer satisfaction. 

Network optimization

Another way AI enhances telecommunications is through self-optimizing networks (SONs). AI helps service providers build SONs that can continually adapt and reconfigure based on current needs. SONs enable operators to automatically optimize network quality based on traffic information by timezone and region.

AI-powered algorithms identify patterns within data to predict network inconsistencies. Therefore, Problems can be proactively fixed before they can negatively impact customers. This application is also beneficial when it comes to designing new networks. AI-enabled networks have the ability to self analyze and self optimize, therefore, they are more adequate at providing customer service. 

Robotic Process Automation

Communications service providers have a colossal number of customers engaged in countless daily transactions, all of which are liable to human error. Robotic Process Automation (RPA) facilitates greater efficiency in by alleviating their back-office support and operations (BSS & OSS) by removing large volumes of redundant and rule-based tasks.

RPA streamlines labor and time-intensive processes such as billing, data entry, workforce management, and order fulfillment. In this manner, staff are freed up for more important and higher-valued work. 

Customer support through Virtual Assistants

AI enhances telecommunications

Providers are often overwhelmed with a tremendous number of customer support calls, with inquiries from installation, set-up, troubleshooting, to maintenance. AI can relieve this load through the implementation of virtual assistants or ChatBots. These Virtual assistants automate and assess the responses to customer inquiries showing customers how to install and operate their own devices without the need for human intervention.

ChatBots can also be used to analyze requests, identifying sales opportunities and direct customers to products and services that might interest them. It handles an amplitude of queries without relying on human involvement. 

AI can also help providers identify issues as well as suggest the appropriate services based on an analysis of customer data. This can include escalation processes where required. This knowledge of historical data and personalized service can help develop better products and services. The introduction of virtual assistants to telecommunications has significantly reduced operational cost.


The telecommunications industry has certainly benefited from the augmentation of AI into its services. According a survey conducted by Deloitte, 40 percent of telecommunications, media, and tech executives say that they have accumulated “substantial” benefits from AI technologies. 25 percent of these executives have invested $10 million or more in AI products and services. 

Enabling the integration of Artificial Intelligence helps manage and optimize infrastructure. AI has augmented customer support operations, thus allowing it to deliver enhanced customer experiences. 

As AI-powered tools and applications increase in availability and sophistication, AI can be expected to continue to expedite growth, enhance operational efficiency and bottom line impact.


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