In an increasingly digital world, customers are demanding greater personalization in their service. To meet them on their terms, telecommunications carriers are working to transform how they deliver customer experience through technologies like GenAI.
An Nvidia survey found that nearly half of mobile operators are intent on implementing it. However, few and far between GenAI applications deployed have been successful in customer engagement context, and most have been applied for internal use. Moreover, implementation of GenAI applications takes time and the cumbersome nature of integration can be discouraging and delay ROI.
The problem is that few use cases have proven lucrative, especially on the customer experience front, with most successful uses for a handful of internal labor efficiency purposes. Mobile operators are challenged by three core obstacles in their pursuit of GenAI adoption for CX:
- Identifying the right use business use case to apply GenAI
- Deploying within a reasonable timeframe to realize positive ROI within a yearโs time
- Finding the right partners to work with who have the know-how in both AI and telecommunications IT to prove value before full integration
The session covers industry trends, real-world application of GenAI for both enhancing engagement with customers and increasing monetization opportunities and the journey to achieving a successful pilot and long-term expansion.ย
