Navigating the AI Landscape: A Primer for CSPs

How CSPs Can Use AI

Optimize Network Performance

AI-powered network optimization and resource allocation. CSPs need AI to build the self-optimizing networks (SONs) that support the rapid growth of traffic on 5G networks. AI algorithms monitor the SONs, identifying traffic and usage patterns and detecting and predicting network anomalies. This information allows CSPs to (re)allocate resources and fix problems before they affect customers.

Predictive maintenance and fault detection. A ML algorithm can be trained to identify faults in different network functions, predict when those faults will occur and generate an alert when a flaw is discovered. AI can also identify the root cause of each fault, improving the CSP’s ability to resolve the underlying problem. Faults can include configuration errors, security breaches and hardware failures.

Real-time traffic management and congestion control. Machine learning analyzes real-time traffic patterns and device usage, adjusting the network configuration to accommodate changing demands. This reduces congestion, enhances network performance and reduces latency. AI algorithms can also prioritize traffic flows according to user requirements so critical applications and services receive the required network resources.

Streamline Operations

Automate routine tasks and processes. CSPs can use process automation to automate data entry, billing, order processing and other time-intensive back-office tasks. This saves time, reduces errors and frees staff to handle more critical projects.

Intelligent network planning and capacity management. Increases in network traffic impact the billing, customer service, and other departments. By predicting those increases, AI helps CSPs prepare to accommodate them. For example, if ML predicts a 20% increase in traffic in July, a CSP can optimize resource allocation and plan network capacity to ensure they meet the increase in demand.

AI-driven fraud detection and cybersecurity. By detecting suspicious behavioral patterns in real time, ML algorithms can reduce fraudulent activities such as fake profiles and unauthorized network access. AI-powered anti-fraud systems can immediately block user accounts or services, minimizing the damage.

Enhance the Customer Experience

Personalize recommendations and cross-sell/upsell offers. ML algorithms can be used to tailor recommendations and promotions based on customers’ behavior patterns and content preferences. Netflix has credited its recommendation engine with saving more than $1B per year by keeping members from canceling their subscription.

Improve customer support. AI-powered chatbots and virtual assistants improve customer experience and satisfaction by providing immediate, human-like responses to questions or concerns, 24/7.

Resolve network issues proactively via predictive analytics. Wireless subscribers actively seek out CSPs that deliver efficient, reliable and far-reaching network coverage. Almost half (45%) of smartphone user churn is due to poor network quality. Network analytics proactively identifies network issues and informs their resolution, preventing outages and decreasing latency and congestion. The end result? Better customer experience and retention.

AI has the potential to transform the telecommunications industry by improving network optimization and CX and streamlining operations.

Contact us to discover how CSG can enable you to capitalize on the advances in AI/ML to stay ahead of the market and meet the evolving needs of your customers.