Telecom services are deeply embedded in our daily lives, making it difficult to imagine a world without the connectivity they provide. However, that doesn’t mean the industry is without its challenges—far from it.
To start with, the telecom sector is extremely competitive and saturated. With so many options available, both individuals and businesses can easily switch providers, and the cost of doing so is relatively low. This puts pressure on telecom companies to offer compelling reasons for customers to stay, which is difficult when services are often viewed as interchangeable.
Another major issue lies in customer experience. Today’s customers have high expectations, and interacting with telecom providers is often complex—whether it’s placing orders, getting support, or resolving billing issues. At the same time, frequent staff turnover and siloed systems across departments create internal inefficiencies and hinder innovation. Many telecoms still rely heavily on outdated systems—UiPath notes that up to 70% of telecom tools are legacy systems. That’s a serious challenge.
However, automation powered by AI is opening new opportunities. It’s enhancing customer service, improving employee experience, and eliminating inefficiencies in back-office operations. In fact, over 60% of telecom providers view automation as the most essential factor for digital transformation in the next five years.
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