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In recent years, artificial intelligence (AI) has gained increasing importance in public awareness as a result of numerous initiatives by GAFA (Google, Amazon, Facebook, Apple) companies. As an example, the voice-enabled applications such as Alexa, Siri, Google Assistant and others were particularly in the spotlight. However, studies see considerable potential for the use of AI in all functional areas, particularly in the business-to-business environment and in the companies’ internal processes.

Studies see considerable potential for the use of AI in all functional areas, particularly in the business-to-business environment and in the companies’ internal processes. BearingPoint has taken this development as a trigger to conduct an international study involving experts and company representatives from telecommunications network operators analyzing the current and future use of AI. Based on a framework concept developed by the TeleManagement (TM) Forum, the AI application was examined in the functional ranges of telecommunications companies as well as the goals, methods and effects related to it.

This year's BearingPoint Telecommunications Outlook highlights the following findings:

  • The most common usage areas of AI are the management of network infrastructure and customer complaints, while IA applications in commercial management is only below average.
  • The respondents see the future potential of AI in telecommunication companies in the development of highly individualized products, in their fulfillment processes as well as in network management. Here in particular, AI will play an important role in innovative network management concepts for Next Generation and 5G networks.
  • In addition, the Telecommunications Outlook 2018 shows that the study respondents expect a considerable shift in employment structure.

In addition, our infographic shows our respondents' judgement on the methods being currently used, possible effects for companies and the planning horizon for the implementation of artificial intelligence in telco companies.

The final section contains our short- to mid-term recommendations for action in the dimensions of strategy, data, people, as well as product and service offerings.

A digital version of "Telecommunications Outlook" is available for download.

We will also be happy to send you a printed version in A0 format.

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