Transforming the billing experience with AI

Problems with the billing experience, such as unexpected charges or a lack of clarity, can lead customers to churn prematurely and damage brand trust. This report explores how telecoms operators can apply AI to improve the entire end-to-end billing process to create a more transparent, personalised and proactive experience.

This report:

• provides an overview of generative AI (GenAI)-powered billing interventions at all stages of the billing process
• highlights the key challenges that each intervention is designed to address
• discusses the enabling technologies that support each intervention, including how they are applied and how to maximise their effect
• outlines the expected outcomes for operators in terms of customer experience, operational efficiency and business impact.