This technology can also be utilized as a visual  employee assistant that can offer decision support for agents and technicians by recognizing the problem and supplying the employees with  next-best actions to fix the issue. For example, an IT technician completes a server installation job and captures an image of the completed work. With autonomous assistance, a visual tech assistant — powered by Computer Vision AI — recognizes that one of the cables has been placed incorrectly, and supplies the technicians with the steps needed to fix it. 

Using Preventive maintenance to help customers
Preventive maintenance is effective not only on the network side, but also on the customer’s side. Dutch telco KPN analyzes the notes produced by its contact center agents, and uses the insights generated to make changes to its interactive voice response (IVR) system. KPN also tracks and analyzes customers’ at-home behavior – with their permission – such as switching channels on their modem, which may signify a Wi-Fi issue. Once identified, KPN proactively follows up on these problems, driving greater successes for technical teams.

Virtual Assistants for Customer Support
Another application of AI in telecommunications is conversational AI platforms. Also known as virtual assistants, they have learned to automate and scale one-on-one conversations so efficiently that they are projected to cut business expenses by as much as $8 billion annually in 2022, according to Juniper Research. Telcos have turned to virtual assistants to help contend with the massive number of support requests for installation, set up, troubleshooting and maintenance, which often overwhelm customer service centers. Using AI, operators can implement self-service capabilities that show customers how to install and operate their own devices.

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