Published: 25 April 2022
CSPs are focusing on increasing adoption of AI and automation to help customers with their overall experience. CSP CIOs must develop an approach for sourcing and implementation with the intent to scale AI adoption across customer and business operations.
Customer management and experience continues to be a key area of focus by communications service providers (CSPs) and artificial intelligence (AI) solutions vendors, with greater emphasis on natural language processing (NLP) and automation associated with customer communication (conversational AI).
Beyond customer management and experience, specific use cases associated with revenue management, assurance and fraud management are generating interest among CSPs and vendors.
Leading CSPs have started implementing AI for automation of specific functions and business processes, using mechanisms such as robotic process automation (RPA).
CSP CIOs looking to apply AI and automate customer and business operations for continuing digital transformation and
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