Improving internal efficiency drives 67% of telcos to adopt AI
The current context for telcos is marked by the need to deliver value to the user while managing assets efficiently.
This is precisely where artificial intelligence has become an essential enabler to achieve this. As revealed by the Minsait (Indra) Ascendant Report under the title ‘AI: X-ray of a revolution in progress’, increasing the efficiency of internal processes is the main motivation for 67% of companies in the sector when it comes to integrating AI into their operations, while 47% consider improving customer experience as one of the main reasons for its implementation.
The study, which analyses the degree of adoption of artificial intelligence in private entities and public institutions, also assesses the specific use cases in each sector and identifies those that organisations are already applying.
In the telecommunications market, 73% of companies are focusing their efforts in the area of marketing, specifically in the personalisation of campaign content. By analysing customer preferences, behaviours and needs, companies can offer personalised promotions and predict and mitigate churn.
Next, 67% of companies are also using it to optimise customer operations, such as sentiment analysis or improved customer care. In fact, in this area, 40% of telcos say they are already using AI to deploy virtual assistants and chatbots to provide personalised service and efficient support to their users.
Among the unique use cases of these companies, network management stands out, which 67% of them have already implemented. AI solutions allow them to design, plan and optimise network performance, security and reliability by detecting and resolving problems; predicting and preventing failures; and adapting to demand.
Notably, in 57% of these organisations, senior management has a clear vision for AI and has AI-related chapters in their strategic plans.
In addition, 85% of the companies have the necessary talent for adoption and all of them claim to have the necessary external resources to develop their use cases. These data provided by the report reflect that telcos have a medium-high maturity in the use of artificial intelligence and consider it as a business asset and not only as a technology.
5G and AI as a driver
Many sectors are experimenting with 5G private networks combined with artificial intelligence, big data or the internet of things (IoT). In the case of telecommunications, 5G will gradually incorporate new functionalities coupled with AI techniques to improve device connectivity, latency and positioning.
Elena Pablos, global director of Telco and Media at Minsait, predicts that, ‘in the short and medium term, the integration of terrestrial mobile networks (5G advanced or 5G+) and satellite networks, as well as the extension of broadband to most of the population, will be a reality and will enable the democratisation of AI-based services and applications. This will lead to new use cases of interest to both businesses and citizens, and will result in faster, simpler and lower cost deployments’.
The fifth edition of Minsait's Ascendant Digital Maturity 2024 Report addresses the context and degree of adoption of artificial intelligence by companies and public administrations. To this end, it has analysed the information provided by more than 900 organisations in Spain and other countries from 15 different sectors of activity.
