TelecomReseller August-September 2017

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01Four Areas AI and Automation Will Impact Telecom
Transformation
01Humanizing Telecom Customer Service
through AI-Powered Chatbots
SINHA
TORRAS COLWELL
The Newsource on ● UC ● UCaaS ● Collaboration ● Mobility
03VoIP Entry Phone and
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headsets, adding to Its Office Wireless V-Series
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RESELLER.COM13NokiadriveskeyEuropeanresearchproject 5G-MoNArch to bring 5G mobile network architecture
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15
Four Areas AI and Automation Will Impact Telecom Transformation
SINHA
by Anurag Sinha, a senior vice president and industry head for communication service providers at Infosys (www.infosys.com)
The telecom industry is undergoing
a sweeping transformation. Tech behemoths like Amazon, Google and Facebook are displacing telcos by producing, curating and hosting content, while investing billions to provide access to it. Yet the rapid adoption of IoT connected devices, the digitization of the enterprise and the continuous need for mobility will create an explosion in data tra c, opening new avenues for rapid and furious growth for telecom companies.
For telcos to bene t from this opportunity, they must transform themselves and become more nimble, agile and customer-centric. But in order to get there, investments in AI,
SINHAcontinuesonpage 3 ››
Humanizing Telecom Customer Service through AI-Powered Chatbots
TORRAS
by Jordi Torras, CEO and Founder of Inbenta (https://www.inbenta.com/en/)
Why do more than 30% of US adults rate telecommunications customer service representatives (CSR) as the worst in America? e reason is that reaching out to the call center can be fraught with tension. Customers must click through several web pages just to perform a basic self-service option, or they become stuck in a complex phone tree that ends with a CSR who is already
TORRAScontinuesonpage 3 ››
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