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Ericsson report on AI Powered Operations to Improving Customer Experience

Oss/bss News - Published on Fri, 08 Nov 2019

Image Source: ericsson
Communications service providers around the world recognize the need for immediate action on artificial intelligence and automaton in their operations to boost cost-efficient customer experiences as the 5G-driven Internet of Things and Industry 4.0 gathers pace. That’s just one finding in a new Ericsson report, Supercharging customer experience through AI and automation, that shows AI and Automation in operations has moved from concept to operational reality in the boardrooms of communication service providers worldwide. The report outlines how operations executives are using AI and automation to drive business outcomes and capture opportunities but also how they address challenges such as improving net promotor score a clear indicator of a good consumer experience – and cost efficiency.

Key findings include:
1. 90 percent state that AI is important in boosting customer experience
2. 8 in 10 service providers expect an increase in cost and added complexity as a result of adding new technology
3. 92 percent of service providers have refined the use of network insights to drive performance during the last year
4. 9 out of 10 place customer experience and growing revenues high of the agenda
5. 7 in 10 service providers think technological transformation is a key challenge

Ericsson’s research shows that most communication service providers are already working on AI and automation initiatives. However they say that technology alone is not enough new skills and ways of working are required for service providers to become more digital. These organizational changes are at least as important as the technological aspects in a successful transformation to become more digital.

The report shows that operations areas at communications service providers have always viewed themselves as heavily involved in the cost efficiency agenda. However, they now emphasize an increased customer experience focus in operations and are aware of the role they play in realizing this strategic priority of the wider business.

Ericsson continues to switch on 5G for communication service providers around the world, opening the door to new opportunities in IoT, Industry 4.0 and digitalization. The Ericsson Operations Engine creates sustainable differentiation as it evolves operations from being network-centric to user-experience-centric. It fundamentally changes operating networks from reactive to proactive, leveraging data, automation and artificial intelligence.

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Posted By : TelecomGuru on Fri, 08 Nov 2019
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