TECH SUPPLIER Apr 2020 - Market Perspective - Doc # US46143420

The Role of Artificial Intelligence in Telecommunications

By: Courtney MunroeResearch Vice President, Worldwide Telecommunications Research


This IDC Market Perspective discusses the role of artificial intelligence in telecommunications. AI/ML has been adopted by service providers to enhance network operations by leveraging network traffic and end-user data to refine the efficiency of network operations. On the customer-facing side, AI/ML has been used to augment customer experience as well as provide tools for process automation and sales process automation to recommend services to end users.

"Artificial intelligence can impact customer experience, reduce churn, and directly impact revenues." — Courtney Munroe, research VP, Worldwide Telecommunications, IDC



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