The demand for telecom services is at an all-time high. Such high demand is powered by the Internet of Things(IoT), 5G networking, and edge computing. The burning demand presents substantial revenue potential for communications service providers(CSPs). Yet with such prospects comes risk. The massive influx of users generates immense amounts of data. Telecom companies realized that even basic organizational operations such as customer support and order fulfillment are shaping to be an obstacle. To overcome these challenges, telcos are resorting to automation. As a matter of fact, the telecom industry has the highest adoption levels of Robotic Process Automation(RPA). It gives you an idea of how influential robotics in telecom industries can be.
Robotics in Telecom: RPA
Ironically, there is no actual robot in robotic process automation. It is instead a software robot running on a virtual or material machine. Aaron Bultman, director of product at Nintex, likes to sum up RPA as a form of business process automation that allows anyone to define a set of instructions and tasks a robot or ‘bot’ to complete. RPA can replicate the majority of human-computer interactions to handle tons of error-free assignments at mass volume and fast pace.
Moreover, this automation technology might be dull compared to Hollywood robots. That is actually how it is meant to be regarding RPA. It is solely about automating some of the most mundane and repetitive computer-based processes at the workplace. Tasks as little and ordinary as copy-paste orders and relocating files. Other widespread examples of RPA implementation in telecom are processing fresh orders, introducing new customer data to a CRM, and creating automated bills for subscribers.
Such examples only scratch the surface of RPA’s potential and robotics in the telecom industries potential as a whole. When paired with artificial intelligence (AI), RPA can allow CSPs to shift their technology ecosystems for the better intensely. RPA automates everyday processes that, until its introduction, require human labor, consuming valuable time. That is no longer the case since RPA boosts efficiency and fluidity of workflow.
Why Telecom Companies Need RPA
The telecom industry is a colossal industry where service providers struggle to keep up with mass volumes of operational processes. These processes include managing data, increasing business fluidity, controlling costs, innovating business efficiency, and developing fresh models and services. Even simple services such as customer and billing have become increasingly more complex. The difficulty of maintaining such tasks increases with the influx of subscribers, the maze of customized plans, and customer satisfaction. Allocating the workforce to tend to these repetitive processes prevent telecom providers from honing their focus on much more essential tasks. Many challenges arise facing telecom companies that might be addressed by introducing more robotics in the telecom industries. Especially RPA and its optimization potential.
The Haunting of Human Errors
The human workforce manually handles many tasks in the telecom industry, which introduces higher risks of human error. These tasks include rekeying data, updating data fields, and understanding data by manually going through massive archives. The human workforce handles such tasks within an extended timeframe, with a high chance of making an error, leading to customer dissatisfaction. Customers don’t like to be kept waiting, and when manually handling these tasks, there are no instant results. It is a slow process.
Furthermore, it won’t only push customers away. Human error is one of the leading causes of data breaches. It is an issue plaguing the telecom industry and the world. Being subject to a data breach because a worker misplaced a file or mishandled data is the most basic form of hacking. It will damage your reputation as a telco and distance you from your clients.
Low Levels of Productivity
Telecom companies work with massive amounts of data daily, depending on a back-office workforce to handle various platforms, systems, databases, and apps. Juggling so many platforms simultaneously presents the need for human intervention, which can be time-consuming for employees. They feel like they are wasting their quality time, making them demotivated and plummeting productivity.
Furthermore, and coming back to the human error point, demotivated workers can make more errors, thus putting the company at risk. Robotics in telecom industries might be the best call to address such a decrease in productivity. With the proper implementation, RPA can be the right path to a more productive workspace.
A challenge rising in the face of telecom industries is managing high overhead expenses. Software and hardware do not come in cheap, and telecom needs them in bulk. Telcos are Paying a lot of money to purchase and maintain such assets. Additionally, monitoring data security and employee salaries are more daunting tasks requiring the utmost focus.
How Can RPA Reshape the Telecom Industry
The Telecom industry is tightly regulated. But it doesn’t mean that telecom companies should remain stagnant. They must act hastily to keep up with the latest technological advances, changes, and dynamic customer demands. RPA can aid telecom companies in growing a more fluid, up-to-date workflow.
Automated Network Management
Network traffic is an evergrowing element in the CSPs lifespan. It grows by 40 to 50 percent yearly. In preparation, telecom companies must ensure that they have the proper infrastructure to handle such growth. Each time a network is slow or disconnected, the potential for customer loss and financial penalties rises. RPA paired with AI processing can automate network optimization so that issues are quickly addressed almost instantly, with minimal to no human interference. Ensuring consistently high quality of the user experience.
Moreover, as an example of this form of robotics in the telecom industries, a company could use machine learning paired with AI algorithms to analyze network usage data. Such analysis can identify specific metrics signaling potential network faults, like the number of concurrent users or signal intensity. Additionally, AI can alert an RPA robot to a breach of a particular preset business rule. The RPA bot might go through the network data and report to the IT technicians with the direct issue so they can quickly tend to it. Instead of waiting for a human worker to pinpoint it, which might take a lot of time.
Customer Addition or Departure
Utilizing RPA and automating the customer onboarding and off-boarding process helps telecom providers keep a transparent layer with all their customers and their data. RPA-powered robots simplify the automatic addition of customers whenever a new joiner shows up or removes them upon their leaving. It helps the telecom sector minimize wasted time. Reducing wasted sums of money and materials can promote a greener approach.
A More Efficient Communication Line
Most companies in the telecom industry rely on third-party partners like brokers or marketers to sell their products and services. RPA software is equipped to respond to simple and minimal inquiries. It can even interpret emails and redirect intricate questions to human workers, optimizing the inquiry process’s speed. Furthermore, RPA also assists the customer service department by instantly automating call sharing with human employees. A customer communicating immediately with the telecom provider is happy, which will reflect positively on the company.
Another aspect RPA can shift telecom is data transformation and bring much-needed change. RPA-powered software can help transform all this data into a more structured format. Retaining the ability to work with non-standard design as well. Combining RPA with other innovative technologies, such as AI and ML, can allow telecom providers to analyze patterns based on the datasets. Telcos can use RPA to organize databases, while AI can create predictions regularly with increasing accuracy.
RPA can help telcos maintain rigid data integrity and security. Providing automated and constant reports. Reducing capital and operational expenses. RPA can be perfect for a small-sized company or a startup looking to benefit from reduced costs while they operate with slim margins and on a tight budget. Finally, RPA technology can also be implemented for billing and revenue management, automating tasks and eliminating errors and pointless back and forth.
Telecom companies often have lots of debts piling up, using RPA to automate the back-office process of collecting debts. RPA assists telecom institutions in identifying and managing obligations within the due dates. A robust RPA platform can automate many steps of the debt collection operation. Payment information and due dates are closely monitored to avoid missing them or making a human error. This helps the workforce be more productive by worrying less about such optional matters and the primary purpose of providing telecom services.
Robotics in telecom industries can help with the sheer volume of data forced upon the telecom companies generated by users or partners. RPA has to ability to handle mass volumes of data, making it perfect for addressing such an issue in the telecom industry. RPA allows the automation of various repetitive tasks, tasks that are so mundane, demotivating the employees and decreasing efficiency. It can also promote a greener approach to the operation methods. Fewer data wasted means less energy wasted.
How Can Telcos Implement RPA
RPA is indeed taking the telecom world by storm. Robotics in the telecom industry is making giant leaps in many aspects. But many telcos are yet to adopt them. Let us look at the steps required to ensure optimal RPA inclusion in telecoms operation methods.
Choosing a Reliable RPA Provider
It all starts from there, choosing the right or at least a competent RPA provider. It is not a complex task. The provider should have proven experience. Present you with a complete framework, fitting the global standards to keep up with the market. They should also offer great end-to-end process consulting and deployment through a qualified workforce. The RPA providers should possess all the tools to implement effective RPA for clients and the company.
Robotics in the telecom industries is being adopted at a fast pace. Telecom is the sector including RPA in their work process the most. It makes perfect sense, telecom has a lot of repetitive tasks, like most jobs, but in this case, they can be eliminated. RPA is not here to fulfill a Sci-Fi prophecy. It is here so it can do its job. Optimizing work and allowing human workers to focus on more extraordinary things, innovating things. The future of humanity requires its utmost focus, and robotics can work beside us so we can deliver on such a journey.
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