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- The buzz around AI integration in business is palpable.
- Major telecommunications firms are heavily investing in AI technologies.
- Industry leaders shared insights on AI applications at the Mobile World Congress Las Vegas this week.
The telecommunications sector is among the frontrunners embracing artificial intelligence (AI) to enhance operations and customer experiences.
During a keynote session at the Mobile World Congress Las Vegas, executives from Nvidia and Verizon elaborated on how their industry is harnessing AI’s capabilities. They expressed optimism about its transformative potential.
“This is an unprecedented time for innovation within telecommunications,” stated Ronnie Vasishta, Senior Vice President of Telecom at Nvidia. “AI will not only transform our industry but also redefine what we understand as artificial intelligence.”
Vasishta highlighted several key areas where AI can be applied within telecom companies, such as improving customer service, managing network operations, and developing digital assistants to streamline processes.
A number of telecom providers are seizing the opportunity presented by AI by converting their data centers into “AI factories,” which serve as robust computing environments for training advanced models. For instance, Verizon’s facility processes over 70 billion data points daily from more than 30,000 diverse sources, according to Shankar Arumugavelu, Executive Vice President and President of Verizon Global Services.
“The unique advantage that telecoms have lies in our vast amounts of data and the critical role networks play,” Vasishta noted regarding generative AI capabilities available to them.
Verizon employs AI technology to enhance various aspects including network planning and construction while delivering tailored experiences for customers and employees alike. Arumugavelu explained that they utilize computer vision powered by AI for geospatial analysis related to cell site planning.
“By determining optimal locations for network densification efficiently through these technologies, we also achieve energy savings while enabling predictive maintenance,” he added.
The company is also developing a fully automated digital twin supply chain model that aids in inventory management. Furthermore, they leverage predictive analytics for workforce optimization based on anticipated market demands across distribution channels—including stores and call centers—allowing them to allocate technicians effectively when needed in the field.
A prominent consumer-facing application of this technology involves digital customer service agents. “With integrated AI systems throughout each interaction stage before a customer reaches out directly,” Arumugavelu explained, “we can anticipate their needs accurately and suggest appropriate actions or offers.” If advanced support becomes necessary during a call, an intelligent agent pairing system analyzes over 300 data points per interaction to connect customers with representatives best suited to assist them effectively.
According to Arumugavelu’s insights into operational metrics: “Currently, around 28,000 representatives at Verizon utilize these tools; we’ve observed an increase in answerability rates up to 95% alongside accuracy rates hitting 96%.”
“The uncertainty surrounding whether or not AI benefits our telecom sector has been resolved; now it’s about how we can maximize its potential,” concluded Vasishta from Nvidia.
