AI In Telecom – How Vodafone Uses AI Framework to improve Customer Experience
Artificial Intelligence Adoption In Telecom sector
In the age of sophisticated digitization and rapid technology development, Artificial Intelligence is dramatically changing the telecommunication landscape. AI technology will help telecom companies to strengthen customer relationships and generate good revenues.
The telecom sector is just at the beginning of AI technology-driven transformation, and soon it will not look back. Many large telecommunication companies around the world have already adopted the trending technologies like artificial intelligence and machine learning in several ways.
Vodafone Using Artificial Intelligence Framework
Artificial Intelligence technology will become a major part of digital communities in the near future, giving new insights to solve the business problems, and at Vodafone, they started using AI Framework to help improve their services and products and to drive the business efficiently.
Vodafone launched a machine learning Chabot named ‘TOBi’ in 11 markets and became very popular. For instance, in the country of Italy, where 66.6% of user contacts automated with ML, allowing our human user to focus on the most challenging problems.
The firm implemented Artificial Intelligence in some of their radio access networks in the Asian and European markets – the poles and masts that transfer a wide communication to their main network and from customer devices. AI algorithms understand where users need capacity- and automatically improves coverage network – and can optimize device handover between cell sites, leading to a 15% reduction in network power consumption.
In the span of 4 years, they built a large team of ‘Big Data’ who uses AI algorithms to transfer large, anonymous data sets, offering with new business insights, such as what offers are relevant to a variety of customers.
Also Read: Top Use Cases of AI in Manufacturing Industry
Mr. Reinald Krüger, a Public Policy Development Director and Group Privacy Officer of Vodafone said, “We agree with the European Commission that AI is reliable, robust, and secure of achieving mass-market adoption and therefore requires a strong ethical framework based on fundamental human rights”.
He also said that “General Data Protection Regulation has already displayed how the activity of ‘soft power’ based on the solid standards-based system can shape worldwide markets such that bolsters the EU’s qualities and seriousness. So if the EU is seen as the leading figure of dependable AI, we are certain that technology suppliers from the mainland can turn into the worldwide trading powerhouses of things to come”.
AI Framework of Vodafone
Introduction to the EU’s ethics guidelines for reliable AI, states that “AI is not at all an end in itself, but a good way to expand human development, consequently improving individual and social prosperity and the benefit of everyone, just as bringing progress and development.”
Vodafone added to these guidelines, and they implemented their own Artificial Intelligence frameworks that focus on several areas such as human rights, inclusivity, and diversity; the preservation of security and privacy; transparency and accountability; and amplifying the advantages of AI while dealing with the disturbance of its usage.
By launching the AI framework, Vodafone striving to ensure that they respect their customers’ human rights, especially their privacy and security, but protect them from unintended consequences of using ML techniques.
- Human Rights, Inclusivity, and Diversity
Vodafone concurs with the Council of Europe that it is essential to understand Artificial Intelligence and its impacts on diversity and human rights.
Vodafone made sure that they give respect to best practice and human rights standards to guarantee that AI frameworks improve accessibility, inclusivity, and diversity. We are focused on effectively taking an interest in partner consultations to bring issues to light of the general human effect of AI.
- Preservation of security and privacy
Vodafone expanded their existing strong privacy commitments, working on a better methodology to assess the human impact of AI data processing functionality on individuals’ interest. Also, it is ensuring that their security systems for Artificial Intelligence are constantly under threat.
- Fairness and Ethics
This telecom Industry encourages the underlying rules that humans should be in command of Artificial intelligence, and uses it to support and enhance decision-making.
- Transparency and Accountability
AI actors must adhere to responsible disclosure and transparency, including ensuring that customers understand the outcome of using this AI in telecom space.
Vodafone will not pass off machines as human and makes it clear when Vodafone employees and customers communicate directly with AI-powered chatbots like TOBi.
This company also gives simple and clear data regarding customer data collection and offers reasonable meaningful choices for how Vodafone uses such data.
Future of AI in the Telecom Industry
The integration of AI technology with the telecom sector is helping t optimizing, managing, and maintain infrastructure for various communication service providers. In addition, it helps with customer service functionality.
As AI applications and tools are quickly upgrading in the telecom industry, there will be a huge impact on the nature of employments that Vodafone undertakes in their company.
AI applications in telecom Vodafone ends with assisting existing employees to gain new skills so that they can implement the acquired knowledge for digital roles as Vodafone tries to build artificial intelligence teams and fasten the utilization of digital technologies in their firm.
Artificial Intelligence has the potential to re-design the telecom sector and gives many benefits to telecom entrepreneurs. AI can eliminate redundancy from network management and effectively deal with an endless stream of customer inquiries. In addition, AI in telecom networks can strengthen cyber security systems and prevent critical cyber attacks.
By leveraging AI technology in telecom space, the companies will be able to improve their quality and speed of service, reduce their operating costs, and resultant customer experience.
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