Operators’ strategies for conversational AI: case studies and analysis

This report examines how ten operators have deployed various types of conversational AI solutions to support their customer engagement activities. It also offers recommendations for technology transformation teams within telecoms operators that wish to learn how to maximise the value of conversational AI tools.

Questions answered in this report

• How are telecoms operators using conversational AI solutions to enhance their customer engagement activities?
• How can operators maximise the business value of conversational AI?
• What are the main operational benefits of conversational AI tools?
• How can telecoms operators use conversational AI to generate new revenue opportunities?

Case studies included in this report

• AT&T (USA)
• BT Group (UK)
• Deutsche Telekom (Germany)
• Fastweb + Vodafone (Italy)
• KDDI (South Korea)
• SK Telecom (South Korea)
• Telefónica (Spain)
• TELUS (Canada)
• Verizon (USA)
• Vodafone (UK)