Skip to main content

Virtual Assistant Apps Adopted by Telecom Providers

More telecom service providers will invest in emerging technologies that enable them to improve operational productivity via automation, and introduce new capabilities for their customers. Virtual assistant applications are emerging, as telcos start to deploy artificial intelligence (AI) and machine learning (ML).

While the telecom network operators are prioritizing these virtual assistants primarily to improve customer engagements and consequently reduce churn rates, they are also positioning themselves to compete directly with Amazon Alexa, Google Assistant, Apple Siri and Microsoft Cortana.

Telco Virtual Assistant Market Development

According to the latest worldwide market study by ABI Research, the virtual assistants will enable telecom service providers to save $1.2 billion on customer care management by 2022, resulting in a compound annual growth rate (CAGR) of 17 percent over the next five years.

"The recent introduction of virtual assistants in customer service signifies the level of urgency within telcos to start emphasizing the importance of customer relationships and customer care management, something they have been taking for granted for decades," said Sarju Vasavada, industry analyst at ABI Research.

Case in point, Vodafone released TOBi, after being fined £4.6 million by the UK regulator, Ofcom, for falsely charging more than 10 thousand mobile pay-as-you-go customers for top-up credit. They also had a record-breaking number of customer complaints, before the TOBi vitual assistant was deployed.

These virtual assistants now help mobile telecom service provider customers with a variety of issues -- ranging from basic account inquiries to SIM purchases, service troubleshooting, and device settings.

Several progressive telcos are already leveraging the AI and NLP technology market leaders -- such as IBM Watson, Nuance, LivePerson, and IPsoft -- or they're custom-building these software solutions in-house.

For example, Telef√≥nica is developing their digital chatbot, Aura for 2018, and DT’s Tinka is already averaging 50 thousand customers in Austria every month. According to the ABI assessment, more telecom service providers are keen to introduce virtual assistant capabilities throughout their markets.

As a result, ABI Research now forecasts that AI investments by telecom network operators will reach $14 billion by 2022 -- that's a CAGR of 22.4 percent.

Outlook for Telco AI Technology Deployments

The benefits of early AI investments by leading telcos are beginning to accelerate other deployments, with Orange and SK Telecom both announcing the release of their multi-talented chatbots -- Djingo and Nugu -- respectively in early 2018.

"Telcos are slowly but steadily getting ready for virtual assistant prime-time. We are bullish on telcos making this next-generation service automation leap within the next five years," concludes Vasavada.

Popular posts from this blog

Mobility-as-a-Service Creates Disruptive Travel Options

Building on significant advances in big data, analytics, and the Internet of Things (IoT), more innovative transit service offerings aim to increase public transport ridership and reduce emissions or congestion within metropolitan areas. By providing these services through smartphone apps, the transit services also significantly increase user convenience, providing information on different human mobility offerings -- including public transport, ridesharing, and autonomous vehicles. Mobility-as-a-Service Market Development According to the latest market study by Juniper Research, Mobility-as-a-Service (MaaS) subscribers will generate $53 billion in revenue for MaaS platform providers by 2027 -- that's rising from $5.3 billion in 2021. Let's start with a basic definition. MaaS is the provision of multi-modal end-to-end travel services through single platforms, by which users can determine an optimal route and price. The study identified a monthly subscription model as key to incr

Robocall Mitigation Solutions to Halt Criminal Threats

If you answer the phone and hear a recorded message instead of a live person, it's likely a robocall. A robocall is a phone call that uses a computerized autodialer to deliver a pre-recorded message. In 2020, the U.S. Federal Trade Commission (FTC) received 2.8 million consumer complaints about robocalls. Offering solutions to robocalling and associated fraudulent business practices, computerized mitigation platforms are an integral part of the solution. Platforms that are focused on actionable systems to disrupt unsolicited and potentially criminal phone calls help telecom service providers and industry regulators. Issues of whether one-size-fits-all developments are sufficient to be effective across the spectrum need to be addressed, and whether a single telecom network operator working unilaterally with a third-party platform could compromise desired or mandatory industry-wide standards. Robocall Mitigation Market Development According to the latest worldwide market study by Jun

Why a Distributed Workforce will Raise Productivity

While most senior executives at progressive organizations have already evolved their human resource policies to accommodate employee desire for flexible working models, others still resist change. Unfortunately, many of the laggards are now experiencing the "Great Resignation" phenomenon. The global pandemic required business leaders to rethink when, where, and how their knowledge workers and front-line employees perform their work. Yet even with the ongoing pandemic recovery slowly underway, some organizations are still trying to determine their workforce approach. According to the latest worldwide market study and recent survey data from International Data Corporation (IDC), stability and geography will likely define the balance of future work strategies. Distributed Workforce Market Development On a global basis, physical office sites are expected to be the dominant location for work as legacy organizations eventually find themselves in a more stable environment. However,