AI Transforming Telecom Business, Nvidia and Verizon Executives
At the Mobile World Congress in (MWC) Las Vegas on Tuesday, Nvidia and Verizon executives discussed how AI in telecom is transforming the industry with its applications in customer service, network management, and operational efficiency.
At the event which took place in Las Vegas, Ronnie Vasishta, the senior vice president of telecom at chip designer Nvidia, called this “the most exciting time” for telecommunications, noting the potential AI in telecom industry has to upend the sector.
“AI will revolutionize telecommunications, and telecommunications will revolutionize AI,” Vashista said during the keynote session at MWC.
AI in Telecom Applications
AI applications in telecom are being integrated into nearly every nook and cranny of the industry, from customer service to network management. Vasishta highlighted a few key areas: customer care, network operations, and some digital assistants. For Verizon, this shift of replacing its data centers with “AI factories” give the telecoms giant the opportunity to have the advanced computing infrastructure to support AI models as it reconstructs its telecom operations.
to swapping out its data centers for “AI factories” that power the advanced computing infrastructure for AI models.
Executive vice president of Verizon Global Services, Shankar Arumugavelu, explained that the facilities of Verizon process more than 70 billion data point each day, from 30,000 different sources in its ecosystem, “because of the amount of data and because of the role the network plays, the telecom industry has a very unfair advantage in leveraging generative AI in telecom capabilities.”
Smoothening Efficiency and Customer Service with AI
AI adoption in telecom is helping Verizon optimize everything from energy usage to predictive infrastructure maintenance.
Arumugavelu shared that AI-powered computer vision is being used for intelligent cell site planning to strategically build out network capacity. Verizon uses AI to build an automated supply chain digital twin that enables the company to monitor inventory. AI use cases in telecom like these help with workforce planning by predicting market demand, allowing telco to optimize staffing levels at stores, call centers, and in-field operations.
One of the most straightforward uses of AI for consumers is in digital customer service, where customer expectations and AI solutions in telecom are reshaping the way companies interact with their users.
AI tools at Verizon can predict when customers will need service even before they dial the phone, and then provide personalized service by “AI-enabled intelligent agent pairing,” to which they have increased Verizon’s answerability rate to 95% and answer accuracy to 96%.
“Now, it’s not about whether AI will help; rather, it is about how we can best leverage the future of AI in telecom industry,” concluded Vasishta, hinting that the industry is adopting a different approach toward AI in telecom.
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