TECH & AI
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“ By using clever AI algorithms , service delivery – from an end-user ’ s perspective – can be made effortless and intuitive , and problems can also be solved quickly , often before the customer is even aware of them .
“ We are also utilising talent from outside telecoms , helping to embed the customercentricity we see in these other sectors . Having the right people leading this charge is vital because we must challenge every aspect of what has been accepted to date and draw on a diverse range of expertise if we are to successfully set the standard for what good looks like in UK telecoms .”
Partnering with mobile operators , GMS enhances their messaging business and protects revenues by optimising A2P , P2P , and P2A traffic exchange , while preventing SMS and voice fraud .
Gerneshii highlights how although harnessing AI is crucial , the importance of human touch should not be overlooked : “ The use of AI chatbots in customer service can lead to gains in productivity and efficiency for the human workforce . Repetitive tasks can be automated , and this enables human agents to focus on more complex and specialised customer issues .
156 July 2023