AI-enabled automation in the telecoms industry: insights for communications service providers and vendors

The complexity and fast-changing nature of communications service providers' (CSPs') business processes makes automation (including automation of human and real-world interactions) a challenge. Artificial intelligence (AI) can address these challenges by using complex data sets to make better decisions and by applying algorithms to understand real-world data such as voice, text and images.

This report answers the following questions.

• What benefits does AI bring to automation that previous approaches were unable to achieve?
• Which challenges are best solved using AI technology and why is this technology more effective than previous approaches to automation?
• Where is AI situated within other classes of automation tools such as robotics process automation (RPA) and analytics?
• In which settings has AI been used successfully for automation?
• Which factors are driving the deployment of AI for automation within the telecoms industry?

AI can be used for automated processes that are complex and require both closed-loop coding and cognitive understanding