Telecoms operators must differentiate AI-voice services from device and enterprise alternatives

Telecoms operators are beginning to test and release in-network AI-voice services, which offer a credible near-term opportunity to monetise AI as part of the network (for example, as an IMS application). Promising use cases include voice translation, automated customer service and fraud prevention. However, competition from device-based AI and established enterprise voice solutions (operating outside of the network) could limit the opportunity for operators.

To maximise take-up, operators must target use cases such as voice translation for healthcare or critical services, public information systems, and small and medium-sized enterprise (SME) customer service, where in-network AI-voice offers clear advantages in reach, simplicity, security or trust. 

Operators should combine voice AI with fraud and subscriber insights, and integrate it with third-party applications that add value (such as booking or payment systems). In large enterprise markets, partnerships with customer-relationship-management (CRM) and contact-centre solution providers and a focus on employee device protection could prove beneficial. Furthermore, progress in standardising interoperability between services from different operators, and in agent and third-party application integration, will broadly improve the appeal of solutions.