Companies from all industries are constantly trying to expand their business value to accommodate new changes in their field. The telecommunication industry is a clear reflection of this.

1. 5/5/2020 Why the Telecom Industry Needs Conversational Chatbots?
https://medium.com/@pvvajradhar/why-the-telecom-industry-needs-conversational-chatbots-3f8b0644967a 1/5
Why the Telecom Industry Needs Conversational
Chatbots?
venkat vajradhar
May 5 · 5 min read
Companies from all industries are constantly trying to expand their business value to
accommodate new changes in their field. The telecommunication industry is a clear
reflection of this.
As new technologies are emerging, the faster growers in telecoms are adopting these
innovations to provide better value to their customers and their businesses.
Telecommunication companies regularly offer large areas and customer bases. If this is
good news for them, it also means that they receive a large number of customer queries
that require 24/7 support. Chatbots are one of the latest innovations in the telecom
landscape that can help with this problem.
For the telecom industry, providing phone and internet services is not enough. There
is a need to improve the customer experience and adapt to new digital technologies to
advance the market. Chatbots are a great solution to many issues related to customer
support, from straightforward questions to complex queries that require expert help.
While we are still a long way from seeing fully interactive humanoid consultants,
artificial intelligence, and machine learning can help clients become skilled and at
varied scopes.

2. 5/5/2020 Why the Telecom Industry Needs Conversational Chatbots?
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For example, simple bots can be scripted to answer frequently asked questions, but
more advanced bots and virtual agents can use machine learning and natural language
processing to determine customer intentions, analyze word-of-mouth, and learn what
the customer needs.
Use chatbot cases in the telecom industry
Chatbots can do more than handle requests quickly and efficiently. Here are some ways
chatbots can increase business value in telecoms.
Improve customer support
Telecom chatbots help clients find what they’re looking for quickly and 24/7. Not only
does it save time and resources by answering frequently asked questions or simple and
repetitive problems, but chatbots can also divert users to relevant departments when
things get more complicated.
In addition, chatbots can help in a mass of situations that can affect many clients at a
particular moment. By dealing with a huge amount of questions during that time,
clients do not have to wait for their problems or concerns to be explained and filed.
Also, chatbots provide customers with smoother experiences, especially when dealing
with issues that span different disciplines. These actions lead to a significant increase
in customer retention.
Solve technical problems
Customer experience is intrinsically tied to business value. Customers searching
through forums or tedious FAQs are often frustrated and may lose their loyalty to the
telecoms company. Conversation chatbots allow users to solve technical problems and
find that they can rely on the company for help, no matter how technical.
Increase workforce productivity
Chatbots can solve recurring and time-consuming tasks and speed up mainstream
queries. It enables agents to focus on more complex issues that improve workforce
productivity, such as solving complex questions, conducting back-office activities, or
staff training.
Give personalized advice
Chatbots do not have to solve queries only. They can suggest good deals for their
customers, review their subscriptions, notify pending payments, and provide
personalized information in a secure and secure way. Telecom chatbots serve as
listeners to better understand customer behavior and desires.

3. 5/5/2020 Why the Telecom Industry Needs Conversational Chatbots?
https://medium.com/@pvvajradhar/why-the-telecom-industry-needs-conversational-chatbots-3f8b0644967a 3/5
Increase sales with promotion and cross-selling
Telecom companies offer many services and products. Keeping tabs on customer
preferences and past behavior from previous conversations is the perfect opportunity
to point out updates or customized services that meet each customer’s needs.
For example, chatbots can indicate good international roaming deals by knowing if a
customer is constantly traveling or phone to specific countries. A simple request on tariffs
is a good deal for the client.
Improve fraud prevention
The rapid expansion of telecommunication services has also brought with it an
increase in fraud rates and increasing security and data privacy concerns. According to
Capgemini, the telecom is listed as one of the industries most vulnerable to cyber fraud
schemes and cybersecurity breaches. Last year alone, the telecom industry suffered $
29 billion in fraud losses.
Go beyond solving problems
Communication platforms help telecom companies to understand client behavior.
Chatbots are a great channel for gathering valuable customer feedback because they
are more likely to be viewed and used than emails and phone calls.
In addition, telecom companies have started using chatbots to create customer
engagement and interactive discussions on customer interests and services, thus
providing more entertainment-oriented services than solving problems.
These services increase business value in many ways. First, chatbots can improve the
quality of customer interaction by helping customers 24/7 and in a consistent and
unbiased manner, while bots can be customized to personalize.
To Know More: HowTo Make AIVoice Assistant Apps For Android?
For example, premium users of the service. Chatbots are also effective because they
save time and cost and increase the effectiveness of human staff by allowing them to
focus on more complex issues. Chatbots also enable a company to interact with a
company by digitizing customer queries, analyzing user trends, and finding out how
customers are engaged and relevant to the brand.
Features of Telecom Chatbot
Chatbots need to do more than just solve simple problems using simple communication

4. 5/5/2020 Why the Telecom Industry Needs Conversational Chatbots?
https://medium.com/@pvvajradhar/why-the-telecom-industry-needs-conversational-chatbots-3f8b0644967a 4/5
streams, and conversational AI is more advanced than first-gen chatbots. Here are
some of the features that distinguish them:
Conversational
A common cause of frustration when talking to chatbots is that they do not understand
what the chatbot is saying. Often, conversations need to follow a straight line and if
something falls out of context or is used synonymously with the exact word, the
chatbot is lost. Being able to speak and understand nature with a bot is an important
goal and a key feature of modern conversational AI platforms.
Transaction
Modern chatbots must be able to execute operations and not provide status updates or
information. In telecoms, conversation bots can send notifications and offer good deals
and promotions just as a physical agent does. To do so, communication platforms must
be integrated with back-office systems through robotic process automation (RPA). This
is a complex task that sets the best conversation platforms apart from the rest.
Multi-channel
Chatbot technology can be deployed across multiple channels, making the customer
experience much smoother. The best communication platforms have connectors that
allow different channels to be used so that users can use the helpers to better suit
them.
Reliable
Customer profiles contain personal and financial data. Telecom services must prove
that they are less susceptible to errors than humans, and must act precisely to the
customer’s needs.
Security
Since telecom services perform actions that deal with private customer data, it is
important that the technology complies with the European Regulation-GDPR (General
Data Protection Regulation), and the data is not sent to third parties and can be encrypted
and deleted when necessary. Conversation platforms can also be integrated with
centralized authentication systems.
Final Thoughts
We have seen that chatbots are effective in increasing revenue by maintaining
customer retention and loyalty. However, in order to do so, great care must be taken to

5. 5/5/2020 Why the Telecom Industry Needs Conversational Chatbots?
https://medium.com/@pvvajradhar/why-the-telecom-industry-needs-conversational-chatbots-3f8b0644967a 5/5
improve the customer experience and drive usage across integrated and personalized
communication platforms. Choosing the right platform is essential to performing safe,
intelligent, and scalable tasks to increase the success and business value of the
company.
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