Communication service providers are finding themselves at a crossroads – growing competition is exerting pressure on revenue and costs, while the need to revolutionize operations is pressing. The only way for providers to to set themselves apart from competitors is to deliver top-notch services and incorporate innovative technologies that will ultimately lead to growth and operational efficiency.
Tackling these issues means navigating complex IT landscapes that have transformed from physical networks to a combination of physical and virtual spaces. The need to use artificial intelligence for IT operations (AIOps) is now more essential than ever. AIOps can drive agility by helping providers shift gears by taking a proactive approach rather than a reactive one.
Improving the Customer Experience with AIOps
There’s no denying that the telecommunications industry is customer-centric. Any inconvenience, whether it is a few minutes of wait time in a technical support queue or a billing dispute, can lead to customer churn. AIOps can prevent scenarios like these by using chatbots and ticket routing algorithms that expedite processes in real time.
Moreover, AIOps can also be used to predict possibilities that potentially lead to poor customer service quality, identify the root cause and implement solutions that will improve overall customer experience.
Reducing Network Failures & Improve Security
Apart from streamlining basic customer experience, AIOps solutions can also be applied to detect network faults and anomalies. Various algorithms such as random forests and decision trees can be used to analyze data and identify abnormal network behaviors. Machine learning (ML) models can also be trained to detect network failures in advance and initiate pre-emptive steps that can avert these failures. This, in turn, contributes to a seamless network for customers, thereby increasing retention.
ML algorithms applied to big data can also detect anomalies with respect to identity theft, data breaches and fraudulent transactions, among others. These algorithms are built to detect abnormal patterns and raise alarms that can eventually prevent a compromised situation.
AIOps can also be used across areas of IT and network security to provide protection against malicious attacks. Traffic irregularities can be caught early on; the underlying cause can be identified and in turn, action can be initiated to block pertinent network nodes. Not only will this increase security for customers, but it will also reduce costs related to customer compensations and repairing networks.
Telecom companies that want to stay in business need to make the customer experience a priority and AIOps can help them achieve that. Whether it is through better communication or stronger networks and security, AIOps is a value-added option to ensure a more enriching relationship with customers.