At Digital Transformation World (DTW) 2024, two prominent leaders, Alexis Koalla, Director Operations Strategy and Transformation at Orange, and Anshul Bhatt, Chief Product Officer of the OSS Business Unit at Rakuten Symphony, shared insights on the power of AI in the telecommunications industry. Their discussion highlighted key advancements and practical applications of AI in network management, customer experience, and strategic investment decisions.
AI is revolutionizing customer experience by enhancing network performance and re-engineering business operations. Using AI tools to optimize the quality of network connectivity ensures that customers receive the high-speed, reliable service they expect. Simultaneously, customer interactions are personalized through insights derived from data analytics, enabling quick responses and innovative service offerings. This dual approach ensures a seamless and satisfying experience for customers, addressing their needs more effectively and promptly.
"AI is impacting customer experience at two levels. First, in terms of network performance, to provide the connectivity our customers deserve. Second, we are rethinking our customer experience based on insights from data to react fast, personalize, adapt, and innovate."
"AI has made it easy for us to prioritize our network planning based on our business goals. By tuning our AI tools, we can prioritize competitiveness, user experience, or coverage, leading to strategic investments that deliver the best ROI."
Watch the full interview here.
AI plays a crucial role in making data-driven decisions that maximize return on investment (ROI). AI's capability to monitor, analyze, and take actions autonomously is transforming network optimization. Autonomous monitoring identifies issues like network congestion, while AI-driven orchestration ensures swift resolutions. This proactive management enhances network efficiency and reliability, leading to superior customer experience. Integrating AI in network operations reduces costs and ensures that the network adapts to users' changing needs.
Rakuten Symphony has embraced a holistic approach, combining traditional RF planning tools with demographic and competitive data to guide their investment strategies. This method allows for better prioritization of competitiveness, user experience, and coverage, ensuring that resources are allocated where they will have the greatest impact. The flexibility to adjust priorities based on real-time data enables effective network planning and deployment.
The integration of AI into telecom operations is expected to deepen further. An AI-centric operating model is crucial for this evolution, considering privacy, regulatory concerns, and biases. The future may also see the rise of AI-based agents, such as virtual NOC engineers, who will assist in day-to-day problem-solving, making operations even more efficient. These advancements will enable telecom operators to provide highly personalized and efficient services to customers in real time.
