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. Hyperautomation is emerging as a powerful strategy to address these issues and transform the industry.
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
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 lead scoring based on their likelihood 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 who has 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
- 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 lead scoring based on their likelihood 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 who has 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?”
An 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.
