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AI will be required to automate operators’ processes but AI development teams need telecoms-specific skills

Justin van der Lande Principal Analyst, Research

"Telecoms operators face the significant challenge of upgrading established systems to make use of AI insights and will need AI development teams that include members with in-depth knowledge of the telecoms industry."

Exaggerated claims about artificial intelligence (AI), specifically machine learning (ML) and deep learning (DL), are setting expectations for automation and reduction of human-based processes in the telecoms industry too high. Telecoms operators assume that AI can easily provide extreme automation to create new sales, reduce costs and improve customer experiences. However, significant challenges need to be addressed before these ambitions can be achieved.