Analysts unearth the truth of what AI means for telephone companies

AI is changing the game in telecom, but it’s not just shaping how telcos operate. It’s also shifting what kinds of product sets customers expect from them. At Alianza’s Navigate event in Salt Lake City (UT), analysts broke down the threats and opportunities that are in front of operators. AI in the call center is one use case companies have latched on to as an easy internal AI target. But consumers are apparently not as convinced that AI is the ticket to better service, Dom Black, Principal Analyst at U.K.-based firm Cavell, said. He noted Cavell’s research has found 49 percent of consumers believe they have to speak to a human to get their desired results. Only 23 percent think chatbots are any good at handling customer issues.