Google > Case Studies > Telecommunications Industry Embraces Gen AI for Enhanced Customer Experience and Operational Efficiency

Telecommunications Industry Embraces Gen AI for Enhanced Customer Experience and Operational Efficiency

Customer Company Size

Large Corporate

Country

Canada
Indonesia
United Kingdom

Product

Gen AI

Tech Stack

Gen AI

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Analytics & Modeling - Generative AI

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Predictive Maintenance

Services

Data Science Services

About The Customer

The telecommunications industry is a vast and dynamic sector that plays a crucial role in connecting people and businesses worldwide. It encompasses a wide range of companies, from large multinational corporations to smaller regional providers, all of which are responsible for delivering communication services such as voice, data, and video. The industry is characterized by rapid technological advancements and intense competition, driving companies to continuously innovate and improve their offerings. Telecommunications companies are increasingly leveraging advanced technologies like generative AI to enhance their operations and customer experience. Key players in the industry include BT Group, TELUS, Vodafone, and Indosat Ooredoo Hutchison, each of which is actively exploring the potential of gen AI to drive business outcomes. These companies are focused on improving productivity, customer satisfaction, and operational efficiency through the strategic implementation of gen AI solutions. As the industry evolves, telecommunications companies are under pressure to stay ahead of the curve by adopting cutting-edge technologies and delivering superior services to their customers.

The Challenge

The telecommunications industry has been both enthusiastic and skeptical about the potential of generative AI (gen AI) to deliver efficient results. Over the past two years, companies have been experimenting with gen AI, but many have struggled to move beyond the experimental phase to achieve tangible returns. The challenge lies in strategically investing in areas that could lead to the greatest impact, such as improving customer experience, strengthening field and network operations, and optimizing productivity. The industry is under pressure to keep up with the global average for gen AI adoption, which stands at 62%, as telecommunications companies are already outpacing this average with a 68% adoption rate. The urgency to implement gen AI is driven by the need to enhance internal operations and customer service, which are seen as key areas for achieving consistent returns on investment.

The Solution

To address the challenges faced by the telecommunications industry, companies are increasingly turning to generative AI (gen AI) as a solution to enhance their operations and customer experience. By moving beyond experimentation, telecommunications companies are realizing the potential of gen AI to deliver tangible returns. The implementation of gen AI is focused on several key areas, including network optimization, predictive maintenance, and customer service enhancement. For instance, gen AI is being used to power virtual call center agents that improve customer service by providing clear, measurable KPIs. Additionally, gen AI is being leveraged to create network agents that assist field technicians by providing real-time solutions to technical issues. This not only enhances productivity but also allows employees to focus on more strategic functions. Telecommunications companies are also using gen AI to analyze large data sets and create hyper-personalized offers for customers, thereby improving customer satisfaction and driving innovation. The strategic investment in gen AI is seen as a critical step for telecommunications companies to fully harness its potential and achieve significant business outcomes.

Operational Impact

Telecommunications companies are achieving consistent returns on their gen AI investments by focusing on internal operations and customer service.
The use of gen AI in network optimization and predictive maintenance is leading to increased efficiency in internal operations.
Gen AI is enhancing customer service through the deployment of virtual call center agents, which deliver clear, measurable KPIs.
Telecommunications companies are using gen AI to create hyper-personalized offers for customers, improving customer satisfaction and driving innovation.
The industry is rapidly embracing gen AI, with a strong impact on business outcomes and a growing positive impact on business performance.

Quantitative Benefit

68% of the telecommunications industry has moved gen AI into production.
74% of companies with gen AI in production are seeing ROI from at least one use case.
48% of companies reporting productivity improvements indicated employee productivity at least doubled.