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Global Survey Reveals Telecommunications Providers Lag in Use of Applied AI and Machine LearningSAN JOSE, Calif., April 10, 2019 /PRNewswire/ -- Highlights:
FICO, a leading analytics company, today announced results of a global survey with TM Forum, the global not-for-profit association focused on digital transformation. The survey shows that telecommunications providers worldwide are lagging in their use of predictive models, machine learning and artificial intelligence. However, communications service providers (CSPs) are increasingly recognizing the need to become more data-driven in order to improve their decision-making and profitability. Improved customer experience is central to both, and it was cited as the number one driver for analytic investment in the survey. "With CSPs under pressure to increase profitability, they are turning to data-driven, predictive models in all stages of the customer lifecycle," said Mark Newman, chief analyst at TM Forum. "As they start to explore artificial intelligence and machine learning, CSPs need to take a holistic approach and find opportunities and use cases across the customer lifecycle. This is how the battle for customer loyalty will be waged." <>Advanced analytics including AI and Machine Learning can enable CSPs to gain a greater understanding of customer expectations and experiences across the customer lifecycle, but few have yet to implement technology solutions. Data points to consider:
"The survey results underscore that there is still a tremendous opportunity for telcos to utilize analytics throughout the customer journey," said Shawna Morgan, senior director for telecommunications, media, entertainment, and technology, FICO. "Providers need to look beyond marketing, and expand their focus to how machine learning and AI can improve customers' experiences and reduce churn." Other data points of note:
The research surveyed 64 professionals from CSPs around the world who are applying, leveraging and/or planning to deploy advanced analytics in some capacity at various points across the customer lifecycle. More information on the survey results can be found at: https://www.fico.com/en/latest-thinking/analyst-partner-collateral/telco-research-report. About FICO
View original content to download multimedia:http://www.prnewswire.com/news-releases/global-survey-reveals-telecommunications-providers-lag-in-use-of-applied-ai-and-machine-learning-300827892.html SOURCE FICO |