GenAI Implementation in Customer Engagement for Telecoms

This document is a report detailing the adoption and implications of Generative AI (GenAI) in customer engagement within the telecommunications sector. It states that 70% of telecom operators are currently utilizing GenAI, focusing primarily on enhancing customer experience across various channels. The report outlines specific applications of GenAI in self-care and assisted customer care, emphasizing three distinct levels of engagement. It describes the process flow for integrating GenAI into customer service operations, highlighting the roles of smart routing, sentiment analysis, and AI-driven suggestions for customer care representatives. The report also discusses the need for democratizing network data to improve technical customer care, indicating that AI systems analyzing this data can support proactive customer service. Furthermore, it presents statistics on customer complaints to identify key areas where GenAI can enhance service delivery. The document concludes by discussing the benefits derived from improving customer experience through AI and how it can inform broader business strategies.