97% of carriers put generative AI on the agenda

Generative AI could bring many benefits to the world's carriers. (Photo: Alamy)

Capgemini Research recently surveyed 1,000 organizations, 10% of which are in the telecommunications sector, to find out about generative AI. While 69% of telecom executives believe that generative AI will do more harm than good, only 12% believe it will be a major breakthrough for the industry. This view contrasts with the industrial manufacturing and high-tech sectors, where 48% and 53% of executives believe it is the hottest technology today.

Many companies are already exploring the applications of generative AI. Among telecom organizations, 36% have formed teams and allocated budgets, 47% said they have begun exploring the potential, and 49% are piloting the technology. Only 4% have enabled generative AI in some functions.

36% of operators are piloting generative AI applications in call center analytics. Orange, for example, is testing the ability to transcribe calls, summarize customer responses, and suggest next actions with Google Cloud. Another application is the recovery of old content.

Information technology (IT) is also a promising area for generative AI, with 71% of firms using it or planning to use it. Applications include generating synthetic data, optimizing IT service delivery, and automatically creating and completing data tables.

An unnamed telecom executive said internal programmers want to use generative AI because it helps them write quality software faster. Generative AI can write code based on prompts, complete poorly written code, and translate from one programming language to another.

Telecom companies see IT as the most promising application, followed by sales, marketing, and communications. Some carriers are also more proactive than others. The Capgemini report cites KT as an example. The Korean carrier has developed its own large language model (LLM) for use in smart speakers and customer service call centers. KT’s LLM has advanced conversational skills in Korean, which can be used to control TVs, get real-time traffic updates, and complete home tasks with voice commands.

According to Capgemini, both users and leaders believe that generative AI will help them be more productive by freeing them from repetitive tasks and exploring other aspects of their work. However, another view is that generative AI will cause more job losses. In May, Philip Jansen, CEO of BT (UK), predicted that the company could lay off 10,000 employees, out of the current 130,000, by 2030 because of AI. In a field where many places are racing to cut costs like telecommunications, BT is no exception.

(According to Lightreading)

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