Telcos have turned to generative artificial intelligence (GenAI) to shake up their operations. So, let’s look at some of the advantages GenAI brings to telcos:
GenAI improves network performance. By analyzing vast amounts of data, AI identifies patterns, anomalies and potential issues within networks. This proactive approach then lets telcos address problems before they escalate. In turn, this reduces downtime and improves overall network reliability.
Also, tools such as AI-powered chatbots and virtual assistants handle routine customer inquiries. Human agents are then free to focus on more complex issues. This not only improves customer satisfaction but also streamlines operations and reduces costs.
So yeah, GenAI offers telcos a tool to enhance their businesses. As AI technology continues to advance, we can expect to see even more innovative applications in the telecommunications sector.
One recent example is Infosys announcing the expansion of its collaboration with NVIDIA for AI-powered, customer-centric solutions that drive innovation and operational excellence for telcos.
Infosys (News - Alert) is a global technology consulting company. They help businesses navigate their digital transformation using cloud and AI technologies. Infosys also has a strong focus on innovation and sustainability.
Using Infosys Topaz, an AI-first set of services, solutions and platforms using GenAI technologies, the collaboration will help telcos enhance their customer experiences, streamline network operations and accelerate service delivery.
“By integrating NVIDIA (News - Alert)'s advanced AI technologies with Infosys Topaz, we aim to transform network service design, NOC operations, and contact center functionalities,” said Anand Swaminathan, Executive Vice President and Global Industry Leader, Communications, Media and Technology, Infosys. “It will also help ensure the safe and responsible deployment of AI. This collaboration exemplifies our commitment to drive innovation and operational excellence for our customers."
Infosys developed three GenAI solutions (all of which are powered by Infosys Topaz) using NVIDIA NIM inference microservices, NVIDIA NeMo Retriever embedding models and NeMo Guardrails to customize and deploy GenAI telco domain-specific LLM models. Infosys Topaz also uses NVIDIA Riva for building real-time conversational AI pipelines that allow for real-time transcription and translations for call center agents.
TOSCA Network Service Design uses NVIDIA GenAI to create and customize TOSCA templates. This solution streamlines the network service design process. Using NVIDIA NIM and NeMo Retriever microservices resulted in a 28% reduction in latency and 15% absolute improvement in accuracy.
An NVIDIA generative AI-powered smart networking operating center allows network engineers and network operations personnel to troubleshoot issues faster and accurately. With NVIDIA NIM and NeMo Retriever, this solution reduces mean time to resolve network issues and improve customer experience, resulting in 61% lower latency and a 22% absolute improvement in accuracy.
Infosys Cortex is a GenAI-driven contact center transformation platform. Using Infosys Topaz and Infosys' cloud suite of solutions, Infosys Cobalt (News - Alert), Infosys Cortex creates realistic customer simulations so that trainee agents can practice their skills in a completely immersive environment.
“Leveraging NVIDIA's full-stack accelerated computing and AI platform, Infosys Topaz is delivering a suite of domain-specific solutions that will help telcos accelerate and streamline their adoption of generative AI,” said Ronnie Vasishta, Senior Vice President of Telecom at NVIDIA.
The long-story-short of this? These solutions bring benefits for customers in terms of operational efficiencies and productivity improvement. They also enhance the overall experience of contact center agent training by optimizing the end-to-end GenAI pipeline and inference costs.
Edited by
Alex Passett
