RCR Wireless News (2024-07-01)
Reece Hayden, principal analyst with ABI Research, is part of ABI research’s strategic technologies team and leads the Artificial intelligence and machine learning team. “From a telco perspective, the challenges around AI implementation are enormous,” he said at the recent Telco AI Forum virtual event. Why? Because telecom providers are operationally complex with huge data silos, huge footprints, lots of legacy infrastructure and systems and don’t necessarily have the necessary talent or capital to organize and integrate all of those things into a coherent and holistic foundation for AI, with an available and consistent data set on which to train foundational models or otherwise fine-tune AI for specific use cases. On the flip side, however, there are plenty of potential opportunities for telcos to apply AI, Hayden said. Some of the use cases that ABI has identified include customer or internal-facing chatbots, workforce scheduling, summarization of internal documentation, regulatory monitoring and summarization, and fraud detection, eventually escalating to automated capacity planning and automated customer ticket handling.
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