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TECH SUPPLIER Aug 2019 - IDC Survey Spotlight - Doc # EUR145434619

How are AI and Chatbots Transforming the Telecom Industry?

By: James EibischResearch Director, EMEA Telecoms and Networking, Andrea MinonneSenior Research Analyst, Customer Insights & Analysis


This IDC Survey Spotlight highlights the current state and projected adoption of artificial intelligence (AI), specifically across telecommunication companies in Europe in 2019. The survey focuses on the adoption of three AI-enabled use cases, including automated customer service agents. The study also provides case studies and looks at how three telecom providers are deploying chatbots and what business outcomes they are achieving.

The survey is based on the results of the IDC European Vertical Markets Survey, 2018–2019, which involved 2,759 companies with more than 10 employees in over 77% of the European economy (the U.K., Germany, France, Italy, Spain, the Netherlands, the Nordics, Russia, Poland, and Czech Republic). The vertical markets considered include telecommunication.


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