What does hyperautomation look like in telcos?

As telecommunications operators navigate a complex and constantly evolving global industrial landscape, emerging technologies such as generative artificial intelligence (GenAI) and standalone 5G are driving significant changes. These innovations present both opportunities and challenges, raising important questions about business resilience and the potential for innovation in services. La hyperautomation is emerging as a powerful strategy to address these issues and transform the sector.

Hyperautomation involves the use of advanced technologies, such as artificial intelligence (AI), machine learning (ML), robotic process automation (RPA), and business process management (BPM). This approach goes beyond simple automation to integrate and optimize various systems and workflows, offering substantial improvements in efficiency and effectiveness.

Generative AI and its transformative potential

Generative AI, with its ability to create and analyze data based content, offers transformative possibilities for telecommunications operators. Enables advanced automation in multiple areas, including customer service, marketing, sales and technical support. By taking advantage of AI-powered systems, telecommunications companies can handle routine inquiries, personalize customer interactions, and optimize overall operations, leading to greater operational efficiency and greater satisfaction.

Marketing and Sales Automation

• Lead Management and Customer Segmentation: GenAI can analyze user behavior on various digital platforms, such as social networks, websites and mobile applications. By understanding how potential customers interact with content and services, telecommunications companies can identify and direct leads with personalized messages and offers. For example, ML models automate the scoring of leads based on their probability of conversion: The lead who fills out a call me now form will not be the same as the one who only visited the pricing page and another who visited opened a promotion email.
• Marketing automation: This advanced software automates the implementation and management of omnichannel marketing campaigns, ensuring that messages reach the right audience at the optimal time. This automation reduces manual effort and improves campaign efficiency. For example, you can design a workflow that sends a WhatsApp message with an exclusive offer for the unlimited data plan, followed by a detailed email with more information about the offer. If the customer does not convert, the system can schedule the sending of a reminder SMS with a limited offer that leads to a personalized landing page that offers an additional offer or a special discount.
• Improved revenue opportunities: By analyzing customer data in real time, telecommunications operators can identify sales opportunities, personalize promotions, and facilitate cross-selling and upselling during customer interactions. A customer with a high-speed internet package may be offered a subscription to a premium streaming service or an online gaming platform, which complements the high performance of their internet connection. The promotion may include a special offer, such as a discount on the first month or a free trial.
• AI-powered sales bots: AI-powered sales bots interact with potential customers, answer their questions, and guide them through the sales process. These bots provide personalized product recommendations, offer promotions and assist in the buying process. For a telco it could be seen as follows: the bot guides the customer through the purchase process, helping them to select the right plan for the mobile device they just purchased by asking questions such as “What type of use do you give to your mobile phone?” or “Are you looking for a national unlimited data plan or one with unlimited international consumption?”

A fully automated contact center experience

• Assistant bots: RPA, GenAI and ML can build Assistant bots that instantly extract relevant customer information from various systems and databases, such as CRM platforms, billing systems, and service records. This immediate access allows agents to quickly understand the context of the customer's problem and provide an instant solution. These bots also provide agents with information and recommendations based on data analysis, helping them to make informed decisions and offer customized solutions, thus improving service quality.
• Unified customer experience: A unified platform acts as a hub for all customer interactions, aggregating data from different channels. This centralized approach ensures that customer information, interactions, and history are accessible in one place, providing a complete view of the customer journey. Automation tools direct customer inquiries to the most appropriate channel or agent based on factors such as the nature of the enquiry, customer history and agent experience. This ensures that each query is handled by the most qualified resource, leading to faster and more effective resolutions.
• AI-powered chatbots FAQ: AI-powered FAQ chatbots manage a high volume of customer inquiries, offering instant answers and solutions to common problems. Operating 24/7, these chatbots reduce wait times and improve customer satisfaction. They also escalate more complex problems to human agents, ensuring that customers receive the necessary support.

Five-star facility

• Real-time updates: After a customer has purchased a service, tracking bots send automatic notifications at key stages of the installation process. These notifications include updates on order processing, scheduling appointments, dispatching installation equipment, and completion status. Keeping customers informed reduces anxiety and ensures that they are aware of what to expect next. This proactive approach ensures a smooth installation process, minimizes service interruptions and improves customer satisfaction.
• Automated programming: Bots can automatically schedule installation appointments based on customer preferences and availability. Customers receive confirmation of their appointment time, and any necessary adjustments are immediately communicated. If a customer needs to reschedule, bots facilitate this process by offering alternative schedules and updating the calendar in real time. This flexibility ensures that customers can easily accommodate changes in their availability without additional complications.
• Feedback: After installation, the bots collect feedback from customers about their experience. These comments help identify areas for improvement and allow the company to address any persistent concerns quickly. In some cases, bots can collect feedback through live conversations with customers to obtain detailed feedback. This conversational approach allows customers to elaborate on their experiences and provide more nuanced information.

Una all-in-one platform can consolidate all these hyperautomation functions into a single tool, simplifying processes, increasing operational efficiency and encouraging synergy between different departments of the company.

InConcert's all-in-one software integrates all of the functions mentioned above into a single platform, and has helped multiple companies to simplify your technological infrastructure and reduce operational complexity.