VIEWPOINT: AI IN TELECOMMUNICATIONS The telecommunications industry is at the cusp of a digital revolution, driven by the need for innovation, efficiency and enhanced customer experiences PARUL BHANDARI: MICROSOFT Powering productivity with AI 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 gamechanger 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 146
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