GenAI Use Cases in Telecommunications

This document is a report discussing the application of Generative AI (GenAI) in the telecommunications sector, specifically focusing on customer experience use cases. It outlines how telcos are currently implementing GenAI through various methods, including the use of open-source large language models (LLMs) and vendor models. The report identifies challenges such as regulatory concerns and the sustainability of AI compute resources that hinder progress. It presents findings from a 2024 Nvidia survey indicating that customer experience optimization is a leading use case for AI investments. The report details specific use cases for GenAI, including improvements in chatbots, human interactions, code creation, and knowledge store optimization. It highlights the role of GenAI in enhancing contact center operations by monitoring customer intent and generating conversation highlights. Additionally, it describes how Vitria’s AIOps solution utilizes GenAI to improve operational efficiency and reduce response times in service issues. The conclusion emphasizes the necessity of quality data and model training for effective GenAI implementation.