AI in customer-facing telecoms operator services: case studies and analysis

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.