AI in customer-facing telecoms operator services: case studies and analysis
07 September 2018 | Research
"Many operators are investing resources in AI to support their ambitions in the smart home and beyond."
This report analyses the role of artificial intelligence (AI)/machine learning (ML) in telecoms operators’ consumer-facing apps and services worldwide. It is based on a selection of case studies that offer a comparison between the different approaches taken by leading operators.
This report answers the following questions.
- What are the consumer-facing AI-related activities of leading telecoms operators worldwide?
- Why are operators implementing AI-related services and consumer touchpoints?
- What are the different approaches taken by operators to selling smart devices, building ecosystems and providing support for a range of services?
- How are operators attempting to differentiate from global technology players such as Google in their use of AI apps and services?
The following companies are featured in case studies.
Facebook’s investment in Jio Platforms is likely to pave the way for a super app in the mould of WeChat
Connected Consumer Survey 2019: pay-TV and OTT video players in EMAP must diversify and specialise
The use of OTT video services is becoming nomadic and operators’ strategies need to change