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How CSPs can Harness Artificial Intelligence in Communications 

Santhanam Rajan

Head, Industry Advisory Group, Communications, Media and Information Services, TCS North America

Kamalaksha Pai

Consulting Partner and Enterprise Architect, Industry Advisory Group, Communications, Media and Information Services, TCS North America

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Leading with cognitive automation in business operations in the post-COVID era 

AI-led automation in business operations or AI-tomation is one of the most notable communications service provider trends shaping the telco market post COVID-19. An AI-driven cognitive telco holds the key to look beyond operational efficiencies and cost savings and harness automation to unlock significant growth and transformation benefits, while rapidly adapting to changes. CSPs need to leverage a machine first approach with analytics and AI in an adaptive and purpose-centric framework. The focus must span across three key areas: automation in business operations, automation in service delivery, and in service operations. This will help CSPs develop cognitive autonomy to enable:

  • ‘What-If’ analyses: To gauge the impact of launching new products, their uptake, potential issues, etc.
  • 'If-What' analyses: To forecast demand for new products, consumption, segments and categories of services that will see high churn, etc. 

 

 

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