Market musings

The 3 Areas Where AI Is Redefining Telecom As We Speak

by Sasha Viasasha
September 1, 2017

It’s often been observed that nothing is possible until it’s practical. While science websites like to discuss promising breakthroughs (Q-bits! Graphene! Anti-gravity belts!), the markets dictate what’s actually possible (Apple 8’s wireless charging).

AI has a great deal of promise of the future of work, and it has been promising for decades now, but in reality AI is quietly working behind the scenes right now to improve telecom, especially for small businesses that can’t afford their own private AI implementation.

Before the call

 All the major telecom carriers have AI working in the background to improve the reliability of call quality and repair network outages to minimize customer impact. At AT&T, Mazin Gilbert, VP of Advanced Technology, said that predictive maintenance was their primary AI initiative.

“We are implementing AI to help us to identify where these breakpoints are, and help to repair those in an automated way without human intervention. This goes for hardware failure, software failures.”

Similar projects are underway by Verizon, Comcast and Time Warner/Charter and other major players, especially with self-healing networks.

During the call

The front-facing applications of AI tend to get all the attention, for a good reason. In the results of one recent survey, almost 80% of businesses said they either already have an AI attendant for customer service or plan to have one by 2020.

Overall, 87% of consumers say they would be interested in interacting with AI tools, as long as they are effective and can handle simple requests. Advances in natural language processing (NLP) are rapidly providing greater insight into the mood of the caller and how to provide them with a better call experience.

After the call

After the caller hangs up, the real work begins. AI is now being used to analyze the data about what just happened. You can derive information and strategies for next level interactions base on caller’s satisfaction rating based on voice patterns, breaks and cross talk. AI can identify key phrases and cadences that indicate sales delays, such as “We have to figure out how to…”

One of a company’s study of sales calls, for example, yielded the insight that their ideal talk-to-listen ratio highest yielding sales calls is 43:57. In other words, sales reps who spent 43 minutes talking for every 57 minutes listening to the customer were the most successful at closing the deal.

See for yourself

See the future of telecom now and put it to work for your company. Spoke app condenses all the features you need in a business phone system into a single high-powered app that you and your employees can run on your own smartphones.

It can be as simple as that. In a matter of minutes, you can download a free trial of the Spoke app. In addition to all the essentials of a business phone network, you will have your own AI receptionist who takes calls when you can’t and learns based on accumulated call data. 

To your prospects and partners, you’ll sound like an enterprise, no matter what size business your business is at present. Eliminate unnecessary expenses and get on board with digital transformation technology that connects you and your employees to the new world.

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