Using AI to Win the customer experience battle in Telecommunications

Customer experience (CX) leaders, including Communications Service Providers (CSPs), outperform the S&P 500 by as much as 54%. In the last few years, artificial intelligence (AI) and machine learning (ML) have proven themselves as powerful, cost-effective tools to deliver personalized experiences across the customer lifecycle. 

By some estimates, the value of AI and ML across CX could reach nearly $160B, or almost 6% of global CSP revenue. In this paper we apply lessons learned from Google’s experiences with AI to transform Customer Experience and deliver value to CSPs.