Artificial intelligence is rapidly transforming operations at major telecommunications companies, according to executives from Nvidia and Verizon who spoke at the Mobile World Congress Las Vegas trade show this week. The technology is being leveraged across various aspects of these businesses, from improving customer service to optimizing network management.
Ronnie Vasishta, Senior Vice President of Telecom at Nvidia, expressed enthusiasm about AI’s potential impact, stating that “AI will revolutionize telecommunications, and telecommunications will revolutionize AI.” He highlighted several key applications for AI in the telecom industry, including enhancing customer care, managing network operations more efficiently, and powering digital assistants.
One notable development is the conversion of some telecom data centers into “AI factories” that provide the computing infrastructure needed to run AI models. Verizon’s facility, for instance, processes over 70 billion data points daily from more than 30,000 different sources within its ecosystem, according to Shankar Arumugavelu, Executive Vice President and President of Verizon Global Services.
Vasishta emphasized that the telecom industry is uniquely positioned to capitalize on AI due to its vast data resources and network infrastructure. This advantage allows telecom companies to harness generative AI capabilities effectively.
At Verizon, AI is being deployed across multiple areas of the business. Arumugavelu explained that the company uses AI to “plan, build, and run our network; deliver differentiated customer and employee experiences; optimize internal processes; drive operational efficiencies.”
One specific application is the use of AI-powered computer vision for geospatial intelligent cell site planning. This technology aids in network densification efforts and contributes to energy optimization and predictive maintenance.
Verizon is also developing a fully automated supply chain digital twin, which assists in monitoring inventory levels. Additionally, AI is being utilized in workforce planning to proactively address staffing needs across distribution channels, including stores, call centers, and field technician deployment.
Perhaps the most visible implementation of AI for consumers is in customer service. Verizon has implemented AI throughout its customer support process, from predicting customer needs before they make contact to determining the best course of action or offers for each individual. When advanced support is required, an “AI-enabled intelligent agent pairing” system analyzes over 300 data points per call to connect customers with the most suitable representative.
Arumugavelu reported positive results from these AI tools, with 28,000 Verizon representatives currently using them. The company has seen improvements in key metrics, including an increase in the
answerability rate to 95% and an answer accuracy rate of 96%.
The impact of AI on the telecom industry is no longer in question, according to Vasishta. The focus has shifted from whether AI can help to how best to leverage its capabilities.
As telecommunications giants continue to invest in and implement AI technologies, the industry is poised for significant transformation. From enhancing network operations to revolutionizing customer experiences, AI is becoming an integral part of telecom strategies. The ability to process vast amounts of data and derive actionable insights is positioning these companies at the forefront of the AI revolution, with potential benefits for both operational efficiency and customer satisfaction.
The convergence of AI and telecommunications is creating new opportunities and challenges for industry leaders. As these
technologies continue to evolve, it’s clear that AI will play an increasingly crucial role in shaping the future of telecommunications, potentially leading to more innovative services and improved operations across the sector.