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jcmarchi · 11 days

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Reimagining Telecom: GenAI’s Role in Elevating Customer Experiences

New Post has been published on https://thedigitalinsider.com/reimagining-telecom-genais-role-in-elevating-customer-experiences/

Reimagining Telecom: GenAI’s Role in Elevating Customer Experiences

As GenAI continues to transform the business landscape, we’re experiencing firsthand the emergence of technological advancements that are more rapid, more innovative, and more profound than anything else we’ve ever witnessed as a society.

The impacts of GenAI are so pervasive that it’s not just spurring a technical revolution, it’s ushering in a new age where arguably every domain – from how we work to how we live our everyday lives –will transform to some degree. While many industries have been working to reap GenAI’s benefits as quickly as possible, one industry has taken a slower approach to adoption: telecommunications. In fact, data shows only 22% of communication service providers (CSPs) have implemented GenAI solutions.

Despite telcos seemingly taking their GenAI journey at a slower pace compared to other companies in other industries who have accelerated their journeys, telecom’s steady approach isn’t the reflection of an industry that’s unable to see the technology’s benefits. Instead, it’s the result of an industry so deeply engrained in modern society, trying to strike a careful balance between honoring its core standards while also evolving to keep pace with the innovation of emerging technologies.

The impacts of GenAI usage in telecom go far beyond just the industry. Telecom is well-primed to experience immense benefits from GenAI, but the path forward requires a better understanding of the potential disruptions the tech presents and a clear view of how it will transform telecom as we know it.

GenAI in Telecom: A Classic Case of Steady Wins the Race

When technical advancements arise, industries immediately view becoming an early adopter as the initial goal. While a certain level of speediness is essential for the business landscape to keep up with our ever-changing world, it’s crucial to not lose sight of the most important consideration: the rate of implementation should never come at a cost. This is especially true for GenAI.

Telecom is a longstanding industry that is not only greatly depended upon, playing a massive role in contemporary society, but also one that can’t deviate from the truth and requires robust security. Given this, telecom can’t afford to take a “move quick, fix later” mentality with GenAI. For this industry, implementation needs to be flawless out of the gate.

With telecom being the powering source behind many of our daily experiences, the biggest challenge of GenAI has been ensuring the right data, and the right framework to support it, are in place to enable use cases. This has been a major obstacle that has heavily contributed to the industry needing to take a more cautious, and subsequently slower, approach to adoption relative to others.

Data is the foundation behind AI-powered experiences, and the quality of output from GenAI systems are directly tied to the data input that they’re trained on. In telecom, GenAI use cases are extremely high stakes and the wrong input can result in a detrimental output.

Picture a use case where a provider is using a GenAI agent to power their customer service offerings: a customer will rely on this agent to help solve for issues. Now say a customer runs into an instance where they need to fix their network; in this kind of interaction, there is no room for error. Should a hallucination occur (which was a common challenge other industries saw after their rapid deployment of GenAI) the wrong answer or action won’t just cause a minor inconvenience. Instead, it has the potential to shut down the network for hundreds of thousands, even millions, of people. The repercussions of this kind of widespread blackout would leave masses without connectivity, which many can’t afford in today’s digitally connected world. This kind of disruption isn’t small-scale; it could prevent people from having the ability to communicate and all of the sudden an attempt to solve a problem has spurred a hallucination into a national security issue.

To ensure this kind of instance is prevented, the telecom industry has had to prioritize taking preventative measures before focusing on GenAI implementation. Addressing this obstacle has required the industry to place weight behind new sets of trainings for large language models (LLMs) specific to telecom-data, which has been a major hurdle for CSPs in their GenAI journeys.

While other industries raced to set up their GenAI solutions, telecom had to focus on the backend to ensure the most accurate and secure frameworks were being developed to properly support these solutions. By launching GenAI at its own pace, and establishing the essential groundwork to enable it, telecom is now equipped to experience its innovation at an exponential rate.

How GenAI Will Reshape Telecom

Taking a look at the telecom landscape, the industry’s progression has been pretty linear. Moving from 3G to 4G to now 5G, there has been a clear-cut path forward. This linearity has driven tight competition within the industry, which up until recently, caused growth to remain stagnant.

Despite being a technology that’s external to telecom, the introduction of GenAI has the ability to change the industry’s trajectory and reignite profitability. With the right foundation in place, GenAI offers providers increasing opportunities to generate new revenue (51%), reduce time to market (40%) and improve employee productivity (39%).

As we see the rates of GenAI deployment rise, we can expect that this will also result in further changes across the industry including:

New relationships between vendors and providers: Partnerships have always played an integral role within telecom, but GenAI will bring a new meaning to the relationships partners have with their vendors. GenAI can empower providers by generating new revenue streams and helping to reduce the time-to-market for solutions. Gaining access to these capabilities can be costly, to address this challenge we’re already seeing vendors expanding into foundation model offerings to make GenAI services more accessible for CSPs, making these vendor relationships more critical than ever.

The telecom talent landscape: Not only will use of GenAI help to improve productivity by alleviating the burden of redundant tasks off employees, but these solutions are also powering the future of a new telecom workforce. Previously telecom has been an industry that requires a very longstanding and particular set of skills. GenAI is now re-visioning what it means to work within the field, allowing for new talent to break into the industry. GenAI can be used to equip employees with different experiences to tackle tasks that previously required a telecom background. At the same time, it will also power experts within telecom to become “super experts,” letting them step away from the more mundane tasks of their roles to focus on more strategic areas. This workforce shift will also spur a deeper focus within telecom on GenAI trainings and reskilling to ensure employees are properly utilizing the tech.

When it comes to telecom, GenAI deployments aren’t just changing how companies operate – as the base to today’s essential interactions, the technology is also sparking a broader transformation across the industry.

As the AI revolution continues, we’ve entered what is only comparable to a second Industrial Revolution. We’re not only attempting to harness the powers of a technology that is increasingly intelligent, but one that has also found a way to infiltrate essentially every possible domain. GenAI has pushed telecom to the cusp of great transformation and by taking a steady and secure approach to deployment, the industry is prepared to enter its next phase.

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govindhtech · 2 months

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Connect360 IBM: Revolutionizing Collaborative Workspaces

Changing how the community receives social services: IBM and Microsoft’s cooperative strategy

Connect360 IBM

In a time when economic expansion and technical breakthroughs are frequently heralded as signs of success, it is critical to take a moment to consider the underlying social issues that these developments frequently ignore. and to think about how they can be applied to actually enhance humankind’s situation.

In response, government authorities, IBM Consulting, and Microsoft are working together to create a platform that will improve the provision of social services to underserved communities and bridge the gap.

Their common goal

Community challenges including violence, mental health, food insecurity, homelessness, and juvenile justice arise daily. Many government agencies are using transformative approaches to create a society where everyone gets the resources and support they need. Consider the government officials who are implementing the “Care First” approach. The goal of this strategy is to divert thousands of people from the criminal justice system and place them in helpful programs designed to meet their requirements for “re-entry into society.” These initiatives support local communities by providing housing, transportation, access to drug rehab centres, and other necessary services.

Some creative leaders are committed to improving maternal health, reducing violence, and preparing young people in transition for success. In order to integrate social services across health, education, and other crucial sectors, a larger percentage of leaders are adopting a whole-person care strategy and concentrating on the community as a whole rather than on particular groups.

Announcing Connect360 IBM

While a plethora of diverse services and initiatives are accessible to several government organisations worldwide. They are unable to provide these systems’ power to the communities and individuals who actually need it, though. Users frequently have to work with individual systems and services since the underlying data, technology, and delivery models were designed in silos.

Connect360 IBM enables the delivery of integrated social services, converts data into useful information, and encourages cooperation across agencies. The five main objectives of this solution are as follows:

Establish an electronic information exchange system to facilitate cooperation.

Increased public access to resources and services through information sharing

Enable the public to actively participate in the selection and provision of services.

Boost your ability to make decisions by integrating data and using business analytics.

Improve the area’s interoperability to access community data.

A software called Connect360 IBM allows data from different systems inside social services agencies to be effortlessly integrated. The purpose of this capability is to conform various data sources to the HSDS (Human Services Data Specification) and HL7 FHIR (Fast Healthcare Interoperability Resources) standards. This is to ensure that data is easily accessible, standardised, and protected.

In order to provide continuity and coordination of treatment for those in need, Connect360 IBM also enables interoperability of health-related data with a variety of healthcare systems by complying to the HL7 FHIR standard.

This transformation allows for easy connectivity with other apps in addition to making the data easily accessible within Connect360 IBM . Service providers can then share and update information to help those who depend on these essential services in a coordinated and efficient manner.

The amount of isolation, security, performance, scale, and dependability needed to manage sensitive workloads across a wide range of particular requirements is provided by Connect360 IBM , which is hosted on Microsoft Azure. Future improvements to Connect360 IBM will be built upon the foundation laid by IBM and Microsoft’s commitment to advancing responsible, secure, and trustworthy AI.

Changing lives using Microsoft Azure and IBM Connect360

A wide range of initiatives from several ministries, including housing, justice, mental health, social services, and health, are included in the category of social services. Their common goal is to assist people with complicated needs.

Interdepartmental cooperation is necessary to meet these objectives and improve client results. The involvement of Community-Based Organisations (CBOs) and Communication Service Providers (CSPs) via the departments’ network is another important element in attaining improved results. Departments are accountable for providing a common resource repository that their partners can use to deliver services, in addition to directly providing services.

Support for the operational model in use is provided by Connect360 IBM . The basic systems and APIs in this paradigm are provided by the government agency, and they allow access to the core systems almost instantly. Through the use of these APIs, different business applications from different departments can communicate with one another.

Every participant in this model concentrates on their primary competencies: While CSPs and CBOs can develop client-facing, service-oriented apps, the agency handles data management, sets business rules, assures compliance, and assesses performance. This strategy makes effective use of the agency’s current resources to enable the quick implementation of new healthcare and public assistance initiatives. Throughout the launch phase, the ecosystem cooperates to guarantee that clients receive services on time and without any interruptions.

“They at IBM recognise the value of efficient coordination and communication amongst government agencies,” stated Cristina Caballe Fuguet, Vice President of IBM Consulting’s Global Public Sector. Government organisations may communicate with the public, exchange information, and get input in a safe and expandable setting with Connect360 IBM. They take great pride in the way Connect360 IBM and Microsoft Azure are assisting governments everywhere in providing better services to their inhabitants and constructing more robust and resilient communities.

Case Study: How is the life of a single citizen being changed by IBM Connect 360?

Let’s look at the made-up tale of Michael, a soldier who was having difficulty adjusting to civilian life. He struggled with PTSD, mental health problems, and substance misuse before becoming imprisoned in a cycle of homelessness. How did he benefit from IBM Connect 360?

Michael created his Connect360 IBM account with the assistance of a care coordinator. After he gave details about his situation, Connect360 IBM evaluated his requirements and made recommendations that were specifically suited for him. These suggestions included services like short-term housing, drug rehab, mental health assistance, transportation, skill development, and eventually assisted him in locating employment.

Michael became more self-assured and self-sufficient with every step. He made good use of the suggested resources, took comfort in his caring network of carers, and piece by piece, he rebuilt his life. In his quest for stability, the technological answer served as more than simply a roadmap it was a continuous companion.

This story goes beyond simply one man’s journey to stability; it demonstrates how effective tools and a caring support system can actually improve a person’s life. Michael’s case serves as evidence of both the effectiveness of empathetic intervention and the prospective uses of technology in social support networks. A brighter future is not just a fantasy but a probable reality with the correct resources and assistance. Change is always possible. These results may be achieved at scale when governments, communities, Microsoft, IBM Consulting, and others work together.

Firsthand experience the transforming power

With the help of Microsoft Azure, Connect360 IBM, and the IBM Community Health user interface, this formidable solution has the ability to significantly improve people’s lives. This all-inclusive, public platform is intended to facilitate service delivery at every level. From identifying and coordinating with the service providers that can best meet an individual’s needs to accurately measuring the treatment and results received.

Angela Heise, Corporate Vice President, Worldwide Public Sector at Microsoft, stated, “IBM Connect360 ensures that every aspect of community service delivery is enhanced, fostering a more connected, efficient, and impactful system.” “They are eager to advance the solution and maintain their strategic partnership with IBM Consulting.”

This platform stands out for its ability to serve a broad spectrum of stakeholders. Community people, care coordinators, service navigators, service providers, and government officials will all find great value in its capabilities.

They advise you to personally witness the transformational potential of this solution. Make an appointment for a customised demo with your IBM Consulting and Microsoft experts to see how this solution may be adjusted to fit your particular needs and specifications.