Operators can improve customer engagement by unlocking the potential of large language models

17 May 2023 | Research

Raúl Simmons Pérez

Article | PDF (2 pages) | Customer Engagement

"LLM-based solutions have significant potential to enhance the telecoms industry's customer engagement strategies in the long term."


Conversational AI is an emerging trend that is being leveraged by the telecoms industry to address customers’ increasing demands for effective digital engagement channels. So far, this has been limited to a small number of intents covered by virtual assistants (VA). Large language models (LLMs), which refers to AI that uses massive amounts of data to generate conversational output, have gained attention over the past months and have significant potential to radically transform operators’ customer engagement, providing a huge advance on the capabilities of current VAs. 


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