Telecoms.com eBook: AI in CEM – the opportunity for telcos

Advances in artificial intelligence presents an opportunity for telecoms operators to entirely revolutionise their approach to customer experience management.
Customer service, specifically, comes with a standard cost per user – and every time the customer makes contact to discuss a problem that’s a charge to the operator. Therein lies the problem with the existing model, it isn’t pre-empting customer experience issues.
By introducing elements of behaviour prediction, network c