In the telecommunications industry, one of the key tasks of artificial intelligence is the automation of repetitive processes through efficient use of accumulated data. AI integrates with existing products and solutions, discovering patterns in the data structure that can optimise processes or prevent unwanted events. At the same time, AI systems can correct forecasts upon receiving new data.
Telecom operators typically use artificial intelligence either to maintain networks (with AI helping to improve their performance, reliability and security) or to serve customers, reducing the load on call centres and increasing revenue per customer. In both cases, artificial intelligence is becoming an operator transformation tool and provides competitive advantages in the struggle for subscriber loyalty.
In Nexign projects, artificial intelligence is used for network accident prevention and targeted marketing. Nexign Development and Operations teams use machine learning algorithms to detect anomalies and prevent network incidents. This allows the operator to perform troubleshooting to avoid the negative impact of network failures on their clients.
Anton Trashchenko, Lead Product Performance Engineer at Nexign, explains: ‘For over 2 years we have been using a partner solution that applies machine learning algorithms to improve the efficiency of BSS monitoring. With the help of specialised agents, we receive monitoring and statistical data from BSS and other information systems and transfer them to the partner cloud service. The platform automatically defines the nature of metrics, trains on historical data and calculates the confidence interval of their values, taking into account seasonality (the base-line, as it is called). After training, each instance of exceeding the base-line range is registered by the system as an anomaly and can act as a trigger to send a notification to a selected channel or help determine the root cause of the accident (root-cause analysis) through the autocorrelation mechanism.’
Another example of using the power of artificial intelligence is as a sales boost solution. A variety of indicators reflecting the subscriber’s Internet surfing behaviour, together with data on their geolocation and information on the use of services and billing, enable us to develop individual offers for both client segments and individual subscribers.
Igor Gogin, Nexign project manager, says: ‘Artificial intelligence can quickly process large amounts of information and identify the most significant triggers from a multitude of events. Data flow processing and the formation of a significant business event occurs in real time. Working in conjunction with the operator Business Intelligence, the solution helps visualise preference profiles for different client groups. This approach gives us the opportunity to develop high converting marketing campaigns.’
Chatbots are another tool that leverages artificial intelligence to improve profitability and client service. This area began to develop more actively in Nexign after the acquisition of STORM Technologies in October 2020. This helped Nexign to market BSS solutions with omnichannel support and ways to automate service functions.
Since the start of the pandemic, the workload on remote support centres has increased significantly. Virtual assistants took over 24/7 assistance with setup, installation and troubleshooting. They help telecom companies to save money by supporting self-service as well as to increase subscriber loyalty by reducing queue times. Chat bots also bring operators additional revenue by informing clients about promotions and offering new services through digital channels convenient for clients.
Nikolay Provotorov, Technical Director at STORM Technologies, says: ‘Virtual assistants developed using conversational AI technologies are the future of client service and are already able to process from 30% to 60% of calls in automatic mode, without human intervention. And with the development of natural language processing technologies, which is making leaps and bounds, this ratio will only grow.
According to IDC, by 2024, conversational AI, powered by AR/VR, computer vision, speech recognition and synthesis technologies, will be a new phase in the development of user interfaces, transforming the way we think about communications.
We use machine learning technologies to make virtual assistants better understand natural speech, support different working languages and help clients resolve issues in the most convenient, efficient and prompt way.’
According to Gartner analysts, in the next 5 years, the share of operators investing in artificial intelligence technologies to plan infrastructure, optimise operations, and improve products and service quality will grow from 30% to 70%. The development of 5G networks and IoT will lead to billions of new connected devices, and their management without the use of artificial intelligence will become ineffective.
We are on the verge of a tremendous transformation, when artificial intelligence will go from an exotic assistant to a mandatory condition for the functioning of operator systems. Today, the variety of scenarios for using artificial intelligence is increasing. Nexign, in turn, is also constantly building up its expertise in this area and is ready to offer new AI-based products to improve the efficiency of telecom operators.