GenAI can generate more useful responses for chatbots and better scripts for care agents. It might also be applied to network optimization and fault management. But it needs strong AI governance, as well as human oversight.

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Summary

Generative AI (GenAI) has led to a resurgence in interest in applying AI to telecom operations. AI is already well established in telecoms, both in the products that technology partners supply and in the management systems that telecom operators have built themselves for operations such as fleet management and fraud detection. GenAI provides new opportunities in the area of creating written and visual content and as a natural language interface to query unstructured datasets that have so far been hard to exploit.

The most obvious applications of GenAI in the telecom industry are to generate more useful responses for chatbots and scripts for customer care agents. Operator announcements so far this year indicate they also see an opportunity to apply GenAI to solve problems in network optimization and fault management. Strong AI governance will be required to mitigate risks such as biased models, AI hallucinations, and prompt injection. Organizations should also ensure that GenAI-based systems still have human oversight. Overall, we should consider GenAI as a copilot that can boost staff productivity, not as an autonomous agent that replaces staff.

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