The telecommunications industry is a multi-billion dollar industry that comprises companies that provide a wide range of services to make the transmission of information possible locally and globally through the phone or the internet, voice calls, video calls, internet access, etc with infrastructure like cables, satellites, fiber optics, servers etc to ensure wired and wireless communication. Some of the common tools of telecommunication include the telephone, mobile phones, radio and television, internet, local area networks, and wide area networks.
The sector serves companies via the production of telecommunication infrastructure and the consumers by provision of telecommunication services.
Artificial intelligence and Telecommunications
Over the past few years, the telecommunications industry has grown beyond just the use of telephones and provision of internet services. It has expanded to telemedicine, teleconferencing, telementoring, robotics, etc. AI in telecoms is expected to grow by nearly 50% by the end of 2022, with a projected value of $2.5 billion.
The techniques of Artificial Intelligence used in the telecommunications industry include:
Machine learning: This is a branch of AI that analyzes and processes data and algorithms with mathematical models.
Deep learning: This is more advanced machine learning, where algorithms are used to mimic human psychological and neurological processes.
Natural language processing: This is the ability of a computer to understand written and spoken language to understand the meaning behind human tone and word choices.
What is the Role of Artificial Intelligence in Telecommunications?
Fraud Prevention: Artificial intelligence can process call and data transfer information in real time to detect suspicious activities and alert anti-fraud systems. Terrorism and money laundering activities can also be tracked and identified for the appropriate authorities to act on. Credit card fraud, phone scams, identity fraud can also be identified using artificial intelligence. Bell Canada incorporated artificial intelligence in tackling phone scams and experienced a 150 per cent improvement in the time taken to detect fraud losses and prevent future losses.
Network Optimization and Management: Artificial Intelligence can help network administrators to recognise network malfunctions and fix them before they become a problem by using traffic analysis and network reconfigurations.
Customer Support: With the recognition of the limits of human customer support, especially following the pandemic, the role of AI is becoming established in the telecommunications industry. AI-enabled customer support tools would help to improve customer help systems by prioritizing search results, answering simple questions and escalating more difficult ones to the human reps based on the user's previous requests and common requests from other users. Chatbots, smart voice assistants, interactive voice response systems also help to minimize human to human interaction and reduce the strain on human customer support representatives. Vodafone used an AI enabled customer support and recorded a 68 percent increase in client satisfaction.
Predictive Maintenance: With AI, the computer can detect and predict problems and need for maintenance in the telecoms infrastructure which will eventually reduce the cost of maintenance and the incidence of infrastructure breakdown as problems are quickly identified and solved.
However, despite how helpful AI can be in telecoms, there are certain challenges that should be considered that might slow down the integration of AI into the industry. These challenges include the lack of qualified engineers, the complex learning curve, and adjustment to automated prices, etc.
In conclusion, the telecommunications industry is ever evolving with a constant need to respond to regulatory, technological and economic changes and to keep up with consumers' needs for new dimensions and Expectations for communication.