The technologies that are transforming the telecom industry

AI and other innovations are paving the way for intent-based service management.

Not to worry you, but traditional telecom business models are going the way of the dodo bird – and that’s a good thing. We’ve evolved into more comprehensive (and profitable) digital solutions. But as we struggle to bring new digital products and services to market, attention must be paid to the complexities created by an explosion of connected devices, increasingly complex use cases, and more complicated order validation and fulfillment.

Next-gen services require agility and responsiveness, and digital customers rightly expect it. This is where intent-based service management can do a lot of good for your users and your employees.

Today’s customers expect transparency, freedom of choice and fast problem solving. What they don’t want is sitting in a 30-minute phone queue to speak to a customer service representative. (Which is fortunate, since many people in call centers have higher-value, more meaningful jobs they’d rather be tackling.)

They also don’t want a chatbot experience that leads to one Groundhog Day-like loop of poorly parsed questions that takes you to an old and irrelevant FAQ page. Luckily, this particular hellscape is on the way out — and we have intent-based service management to thank.

State your intentions

CSPs launch all kinds of next-generation services and innovative products that consumers really want. But their offerings are only as strong as their ability to give customers what they need in real-time. That’s why instant omnichannel interactions have become the norm.

The premise of intent-based service management is that if a communications service provider (CSP) can understand the intent behind a customer request by asking smarter questions, it can limit back-and-forth interaction and move more quickly to automated service fulfillment or resolution. This results in the intelligent responsiveness customers demand, reducing misdirections and lengthy follow-ups.

Intent-based service gives providers a better chance of recognizing the intent of a customer request and instantly converting it into a meaningful service request.

advances in automation

To keep customer loyalty and the telco competitive, businesses must strike a delicate balance between optimizing operational efficiencies and offering a superior experience. That’s why more and more CSPs are turning to automation to create simpler and more accurate ordering, delivery, and administration processes.

Fortunately, advances in machine learning (ML) and artificial intelligence (AI) are paving the way to that goal. Customers are more comfortable with chatbots and virtual agents as AI and ML technologies allow them to mimic real-world interactions through Natural Language Understanding (NLU). Instead of receiving a predefined set of options that may or may not be helpful, customers can now interact with flexible and intelligent automated support.

[Learn how ServiceNow and Infosys are partnering to make intent-based service management a possibility for telcos. Get the ebook here.]

Intent-based service gives providers a better chance of recognizing the intent of a customer request and instantly converting it into a meaningful service request. Once the request is fulfilled, automated workflows ensure the client is proactively notified of the completion status.

Hear your customers

By allowing the customer to share their intent with an AI that can “hear” them, rather than forcing them to select from a list of common service requests, CSPs can create a positive experience that benefits the entire telecom ecosphere.

Customers will be happier and empowered with better use of self-service tools to get proactive updates, instant responses, and a satisfying outcome. Employees will be more efficient and happier, shifting their time away from error-prone manual processes towards more complex problems and more meaningful, higher-quality work. Cleaner operations through closed-loop automation across service delivery and assurance create the kind of reliability and availability your stakeholders can count on—and the operational and cost savings you seek.

When supported by a single, AI-enabled platform, intent-based service management is an achievable dream for both telcos and their customers. And the sooner we get there the better, as anyone who has been stuck in a loop or suffered from an annoying exchange with an unhelpful chatbot can attest.

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