Telecom Execs See Generative AI as Key to Customer Experience

Generative AI Tracker®: Rerouting the Telecom Industry: Generative AI’s Impact on Communication Services

Generative AI’s use in the telecommunications industry is increasing, with 87% of telecom executives seeing its potential to enhance customer relations and experience, but 68% of telecoms also admit they are insufficiently addressing the risks associated with the technology. The latest edition of the “Generative AI Tracker®,” a collaboration with AI-ID, examines why three-quarters of telecoms see a need to do more to combat AI fraudsters, underscoring the tension between innovation and robust security.

Inside the March Tracker
  • Telecoms have prioritized generative AI deployments to improve efficiency and reduce costs. Still, this approach may overlook the technology’s potential for achieving broader industry transformation and substantial long-term value creation.
  • Telecoms are partnering with technology incumbents on generative AI solutions, highlighting a significant shift in the telecom industry toward improving operational efficiency and customer service.
  • Telecoms actively differentiate their AI use cases from those of other industries to influence AI regulation, advocating for a risk-based governance approach amid global divergence in policy frameworks.

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