AI In Telecom – Using AI To Build Better Networks

Artificial Intelligence (AI), along with Machine Learning, is enabling telecom service providers to adopt a data-driven approach by transforming telecom processes to improve and enhance customer satisfaction, drive productivity and build new capabilities.

The telecommunications industry has undergone an unparalleled change over a period of time, with the ever-changing user habits shifting from landline to mobile and from voice to data. Telecom operators thrive to meet customer demands by balancing customer satisfaction with reducing operating costs.

The emergence of AI and automation technologies offer a range of opportunities in efficiency and capacity improvement across various industries. AI and Machine Learning technologies are emerging in the networking domain and are addressing challenges on virtualization and cloud computing.

AI in Telecom Benefits

There are multiple benefits for the telecom sector once they integrate AI into their operations.

Reduce operating costs and improve ROI by increasing innovation in services.

Generating new revenue streams by customization of services enabled with new network capabilities.

Providing experiences that meet or exceed customer expectations with the help of intelligent chatbots, HD video, screen shares, etc

Improve management, efficiency, and security by integrating AI with 5G and Blockchain

AI in Telecom Usecases

AI has taken a leap beyond enabling the fundamentals of telecom with machines doing intelligent human tasks. Today we have 5Gs, which are self-optimizing networks where once the goals and limits are set, the network control software will structure the network based on existing conditions. AI is applied to solve the right challenges for the telecom service providers creating value for their businesses.

Management of network operations

With increased complexity in networks and networked applications, there arises a need for more automation and dexterity of networks. The network automation platforms integrated with AI deliver efficient and reliable management operations. Machine Learning algorithms help and support the network operations in detecting anomalies, monitor and optimize the performances, prediction of network faults and congestion, etc.

Predictive analytics

The telecom industry generates vast amounts of data on a daily basis. This data, when harnessed, provides valuable data intelligence that helps in making better, faster, and effective business decisions. The regular maintenance of network equipment is a tedious task. Predictive analytics helps the network operators in providing insights on when particular machinery or equipment needs service maintenance and, thereby, reduces its downtime and increases efficiency. Customer segmentation, churn prediction and prevention, product development, optimizing the prices, etc are a few other major benefits derived from predictive analytics.

Reducing frauds

It is reported that in 2019 about 93% of the total mobile transactions in 20 countries were identified as fraudulent and were blocked. These fraudulent activities, if unidentified, could have cost $2.1bn to the industry. By leveraging AI, such fraudulent activities can be cut down. Robust Machine Learning algorithms enable the system to detect real-time anomalies.


AI enables the telecom industry in detecting malicious activities and other threats within telecom traffic. IoT plays a prominent role in the telecom industry. The connected devices collect large pools of data from various sources. Hence, baselining the behavior of these devices becomes eminent. Vendors and AI startups help service providers by developing automated solutions that manage these IoT devices and services more securely.

Customer service

The telecom industry is customer-driven and satisfying its customers becomes the foremost goal. AI powers the telecom industry with the automation of customer service mechanisms. Chatbots and virtual assistants help the network service providers in enhancing the customer experiences by indulging in human-like conversations and providing them with the needed information. With predictive analytics, AI enables service providers to offer personalized services and recommendations to their customers. Providing better customer services results in more productivity.

Apart from the above mentioned, leveraging AI also helps the telecom industry in developing intelligent CRM solutions to personalize promotions, cross-selling and/or upselling identified opportunities, churn detection and prevention, etc.