Connect with us

Think Tank

The next wave – GenAI and the transformative impact on telecom networks and customer experiences

The fusion of artificial intelligence (AI) and wireless technology is heralding a new era in the telecommunications industry, poised to reshape networks and redefine customer experiences. As per a survey by NVIDIA, a staggering 83 percent of telecom professionals foresee the paramount importance of AI for their business success by 2023. This profound influence extends across wireless networks and telecom services, and now, with the advent of GenAI, the landscape is evolving even further.

AI’s evolution in networks – Pioneering optimization and efficiency
The transformative impact of AI in networks is multifaceted. Not only does AI play a pivotal role in identifying and addressing network anomalies, such as congestion, interference, or outages, but it also facilitates corrective actions like rerouting traffic, adjusting parameters, or deploying backup systems. This proactive approach prevents network failures and optimizes performance, leading to tangible results. AT&T, for instance, has successfully reduced network incidents by 30 percent and improved availability by 15 percent, thanks to the implementation of AI.

AI’s role extends beyond anomaly detection; it simplifies and automates various network operations, from planning and provisioning to configuration and troubleshooting. This optimization, including resource allocation, energy consumption, and capital expenditure, results in tangible cost reductions. Verizon, leveraging AI, achieved a 15-percent reduction in network energy consumption, translating to savings of USD 1 billion over five years.

Furthermore, AI’s involvement in creating new network capabilities, such as software-defined networking (SDN) and network function virtualization (NFV), empowers telcos to configure and control network functions and services dynamically. This evolution supports edge computing, ensuring low-latency, high-bandwidth services. A tangible example of this progress is evident in T-Mobile’s 5G rollout optimization, powered by AI for selecting optimal deployment sites.

GenAI – The next frontier in network evolution
As we venture into the future, the emergence of GenAI, the next iteration of AI, is set to redefine the landscape once more. GenAI goes beyond conventional AI capabilities, incorporating advanced deep learning techniques and hyper-accurate modelling of complex wireless channels and dynamic environments. This anticipatory prowess fine-tunes networks with a precision that aligns every node of the wireless ecosystem with AI-driven optimizations.

In this technical ballet, AI empowers informed decision-making, and crafts robust system designs that systematically address challenges, such as fading channels and interference. Employing interpretable AI models unlocks unprecedented insights into network optimization. This facilitates granular fine-tuning of parameters, optimizing overall performance while orchestrating the central unit (CU), distributed unit (DU), and radio intelligent controller (RIC) with precision.

AI benefits for wireless customers – Personalization and engagement
The transformative impact of AI is not confined to networks alone; it extends to wireless consumers, enhancing their overall experience and fostering loyalty. AI applications in telecom, such as network slicing and optimization, contribute to improved efficiency and customer satisfaction.

  • Network slicing. AI enables operators to create multiple virtual networks on a single physical infrastructure, tailoring services for different customer needs. This includes providing low-latency, high-reliability connections for applications like autonomous vehicles or remote surgery, alongside high-bandwidth, low-cost connections for video streaming or social media.
  • Network optimization. Through machine learning and data analytics, AI monitors and adjusts network parameters, reducing operational costs, enhancing network performance and reliability, and preventing network failures and outages. This ensures a seamless wireless experience for consumers.

GenAI-enhanced customer experiences – From personalization to security
GenAI takes customer experiences to unprecedented heights. It enables personalized recommendations, offers, and services based on customer preferences, behavior, and feedback and creates interactive and immersive customer experiences using advanced technologies.

  • Understanding customer preferences and needs. AI, powered by GenAI capabilities, analyzes customer behavior, preferences, and feedback to provide relevant products and services that meet their needs.
  • Providing relevant products and services. GenAI helps telcos design and launch new products and services that are aligned with customer demand and market trends.
  • Improving customer service. AI, fuelled by GenAI, automates routine tasks and provides instant, everyday support to customers through chatbots and voice assistants, reducing waiting time, increasing customer satisfaction and loyalty, and generating new revenue streams.
  • Offering self-service options. GenAI empowers customers to manage their accounts, usage, billing, and preferences through self-service portals and apps, providing a seamless and customized experience.

GenAI security measures – Safeguarding customer data and identities
As we embrace GenAI, security takes center stage. GenAI enhances customer security by protecting data and identities from cyber-attacks and fraud through advanced encryption, authentication, and verification techniques.

  • Protecting data privacy. GenAI ensures telcos comply with data protection regulations, such as GDPR by helping encrypt and anonymize customer data. For example, Telefonica uses GenAI to anonymize customer data using differential privacy techniques.
  • Protecting identity verification. GenAI assists telcos in verifying customer identity using biometric features, such as voice, face, or fingerprint. For example, Telstra uses GenAI to verify customer identity using voice biometrics.
  • Protecting fraud detection. GenAI aids telcos in detecting and preventing frauds, such as SIM swapping, account takeover, or subscription fraud. For example, Airtel uses GenAI to detect fraud, using behavioral analytics.
  • Protecting network security. GenAI enables telcos to monitor and secure their network infrastructure from cyberattacks like DDoS or malware. For example, BT uses GenAI to detect network anomalies using machine learning.

Conclusion: The synergy of AI, wireless technology, and GenAI
In conclusion, the synergy of AI and wireless technology, enhanced by the emergence of GenAI, is reshaping the telecommunications industry profoundly. This triple alliance presents opportunities to revolutionize network capabilities and elevate customer experiences. Telecom operators must embrace this transformative wave to stay ahead in the digital era.

This article is authored by Eugina Jordan, Chief Marketing Officer, Telecom Infra Project. Views expressed are personal.

Click to comment

You must be logged in to post a comment Login

Leave a Reply

Copyright © 2024 Communications Today

error: Content is protected !!