If you asked any communication service provider, they are focused on improving customer service experiences to increase loyalty and decrease churn. As such, they’re looking to data and AI to help take their service to the next level. But there is so much uncertainty out there around AI for telecom customer service because it exposes those organizations to new risks and uncertain returns.
In a highly regulated industry, communications companies have many governmental bodies keeping an eye on their customer data, and data security and privacy is a top priority. Some feel more comfortable developing their own in-house AI customer service solutions, but the technology is evolving so rapidly, with security functionality advancing at an equal pace, that pre-built, productized solutions with built-in management of security guardrails are increasingly popular for speed, ease of implementation and regulatory compliance considerations.
Companies can now use plug-and-play technology that can be put to
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