Generative AI is gaining momentum in the telecommunications industry, offering benefits such as improved customer experiences and operational efficiency.
Telecom executives, recognizing its potential, are actively integrating generative AI into their operations, according to findings detailed in the latest edition of the “Generative AI Tracker®,” a collaboration with AI-ID, acknowledging the potential of this technology to improve the overall customer experience and operational efficiency in the industry.
In fact, 87% of telecom executives acknowledge the potential of AI and machine learning (ML) to positively impact both customer experience and customer relationship management, while 67% believe generative AI can improve IT service provision.
Additionally, legacy providers are partnering with technology incumbents to develop generative AI solutions that can streamline operations and enhance customer service as well as enhance network performance and personalize user experiences.
The study also reveals that localization is playing a significant role in the implementation of generative AI in many markets as telecom companies develop localized AI solutions designed to enhance customer engagement and operational efficiency.
For instance, Japanese telecommunications company NTT has introduced a generative AI platform called Tsuzumi, which utilizes advanced Japanese language processing to provide precise and localized AI solutions.
This trend dovetails with the adoption of 5G technology in the global telecom industry, with several countries either considering, deploying, or on the verge of deploying 5G infrastructure.
For instance, Digicel Fiji recently revealed that it is gearing up for the 5G rollout, as part of a collaboration with Nokia to upgrade cell sites across the archipelago. This move comes after rival Vodafone Fiji received approval for a non-commercial 5G pilot in the country.
In a parallel move, Digicel Samoa has partnered with Nokia to upgrade cell tower sites to 5G, following conditional approval from the government. Similarly, Telekom Srbija has revealed intentions to introduce 5G services pending the acquisition of a license through a spectrum auction to be conducted by the European country before the close of 2024.
Meanwhile, major players like the United States and China are aggressively pursuing 5G deployment. The U.S. has seen significant progress, with launches of 5G in U.S. cities increasing from nearly 300 to 503 between January 2022 and January 2023.
Similarly, China has made substantial investments in 5G infrastructure, aiming to establish itself as a global leader in telecommunications technology.
India is also expected to play a crucial role in the 5G race, with GSMA Intelligence forecasting four 5G networks operating in the country by the end of 2025, attracting an additional 145 million users.
Looking ahead, as the telecommunications industry continues to integrate generative AI alongside 5G technology, it is poised for significant transformation. This synergy promises enhanced customer experiences, streamlined operations, and the potential for groundbreaking innovations, marking a pivotal moment in the sector’s growth.
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