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Microsoft Copilot is at the forefront of an industry transformation, providing telecommunications firms with artificial intelligence tools to streamline operations and foster a culture of innovation.
Businesses are taking advantage of new technology to create ‘personas’ to drive change. These AI-generated entities demonstrate near-human qualities, and are able to perform tasks previously only achievable by human personnel. EY’s recent white paper Copilot for Telcos: cost or opportunity? showcases a wide range of personas within telecommunications organisations, all of which are actively utilising Copilot to drive efficiency and deliver improved services.
Copilot is proving to be an invaluable tool for frontline workers. By automating a range of administrative tasks, the tool allows workers to spend more time engaging with customers, to enhance effectiveness and greatly improve customer outcomes.
Engineers responsible for maintaining the performance and reliability of telecommunications infrastructure are finding that Copilot can assist by streamlining complex network management tasks. By providing real-time insights and automating routine checks, Copilot helps to ensure network performance and reliability and allowing operators to proactively address potential issues before they impact customers.
Marketing teams are leveraging Copilot to automate content creation, enhance analytics and personalise customer interactions, reducing time-to-market and improving the overall effectiveness of marketing strategies. Copilot’s analytic capabilities provide marketers with deeper insights into campaign performance and success.
IT professionals using Copilot can automate information management processes, such as data entry and reporting, freeing up time for more strategic initiatives. Copilot can generate summaries and action items, ensuring that meetings are productive, and outcomes are clearly documented. Copilot’s capabilities in code generation and debugging also help accelerate development processes and improve the quality of software products.
Copilot is fundamentally changing the telecommunications industry by providing AI-driven solutions to help businesses stay competitive and deliver value. However, its integration into operations is not just about automation; it’s about transforming the way work is done. The shift in focus leads to higher job satisfaction, better customer experiences and, ultimately, a stronger bottom line for the organisation.
The use of Copilot in network operations ensures that firms can maintain high levels of service reliability and performance. By providing real-time insights and automating routine checks, Copilot helps operators proactively manage their networks and address issues before they escalate. Moreover, business leaders are learning that Copilot’s automation capabilities can free up valuable time which can then be redirected towards strategic initiatives, from improving cybersecurity measures to developing entirely new services and opening new markets to sell into.
Copilot is proving to be a game-changer for the telecommunications industry and by leveraging its capabilities, businesses are not only improving their operational efficiency but also delivering superior value to customers.
Parul Bhandari leads the partner strategy for telecommunications, media and gaming worldwide at Microsoft
The strength of collaboration: EY and Microsoft
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The gradual improvement of AI and the irruption of generative artificial intelligence offers telecommunications companies new opportunities to drive competitive gains at every organisational level. To stay ahead of competition, firms need to infuse this technology into their organisation with three scales of projects, which can be parallelised to maximise enhanced competitiveness and profitability: organisation-wide efficiencies through AI (Everyday AI), function-specific optimisation points, and game-changing AI initiatives.
In an era where telecommunications companies face relentless pressure to innovate and streamline operations, versatile tools able to unleash productivity gains and save time at scale are critical. Microsoft Copilot, with its multifaceted aspects and integration into everyday productivity tools, has potential to deliver value across the board.
Research from EY indicates that generative AI technology such as Copilot accelerates the development of less-experienced workers, swiftly bringing them up to the skills frontier. This rapid enhancement in capabilities not only increases overall productivity but also fosters greater social inclusion and economic growth. By bridging skill gaps and facilitating a more efficient workforce, Copilot helps telecommunications companies stay competitive in a fast-paced market.
While time gained through increased efficiency thanks to generative AI is a significant advantage, the return on investment will depend on how each company chooses to utilise this saved time. Whether through organisational shifts, reducing staff turnover, or helping enhance individual output, the strategic deployment of Copilot will determine its ultimate impact.
With experience conducting technological transformation and organisational efficiencies at large corporations around the world, EY teams are collaborators of choice for businesses’ implementation and rationalisation of Microsoft Copilot projects.
Cyril Vart is a partner at EY
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