The telecommunications vertical can experience some of the heaviest customer churn rates of any industry, and can struggle with customer perception of both the quality of services they provide and their level of customer care.
Creating high-quality customer experiences will be a major differentiator in the years ahead. Leveraging AI and automation can be key to retaining accounts and promoting a positive image of telecommunications as a whole.
Finding ways to do things better has not been enough. They also had to be done cheaper and faster. For all these reasons, automation technology has been much hyped in recent years. Some might say overhyped as it has not completely delivered on its promises. At least, not yet.
Today, it is becoming a very different story.