How GenAI will shape customer engagement strategies

06 February 2024 | Research

Raúl Simmons Pérez

Strategy report | PPTX and PDF (6 slides) | Customer Engagement

"The challenge for most CSPs in extracting truly transformative value from their GenAI deployments will be their ability to safely expose their own OSS and BSS data to the GenAI model."


Generative AI (GenAI) has many potentially transformative use cases for communications service providers (CSPs) and it is not yet clear what approach will be best for each CSP. They should consider the most appropriate scenario for their GenAI deployments before making the necessary preparations.

Information provided in this report

  • An analysis of three possible use cases of GenAI for customer engagement deployments
  • Key considerations for CSPs that are deciding whether to deploy ready-made solutions or develop solutions in-house


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