How AI is changing business at telecom giants, according to Nvidia and Verizon execs
NEWS | 19 November 2024
It feels like everyone is talking about how to use AI in their businesses. Telecommunications giants are one class of enterprises betting big on AI. Execs discussed how industry titans are leveraging AI at the trade show MWC Las Vegas this week. Telecommunications giants are one class of enterprises betting big on AI. Executives from Nvidia and Verizon discussed how the industry is leveraging AI in a keynote session Tuesday at the mobile communications trade show Mobile World Congress Las Vegas. The execs were bullish on the technology and talked about its potential impacts. "There has never been a better or exciting time to be in the telecommunications industry," said Ronnie Vasishta, senior vice president of telecom at Nvidia. "AI will revolutionize telecommunications, and telecommunications will revolutionize AI." Vasishta listed some applications for AI at telecommunications firms, including customer care, network operations management, and digital assistants. A handful of telecommunications companies are also looking to capitalize on an opportunity with AI by turning data centers into "AI factories," which provide computing infrastructure for AI models. Verizon's facility, for example, takes in more than 70 billion data points daily from its ecosystem, from more than 30,000 different data sources, said Shankar Arumugavelu, executive vice president and president of Verizon Global Services. "The telco industry because of the amount of data, because of the network, the role the network plays, has a specific advantage to be able to take advantage of these generative AI capabilities," Nvidia's Vasishta said. Verizon is using AI to "plan, build, and run our network; deliver differentiated customer and employee experiences; optimize internal processes; drive operational efficiencies," said Arumugavelu. One way it's implementing the tech is by using AI computer vision, which allows computers to analyze and identify subjects in photos and videos, for geospatial intelligent cell site planning. "When you figure out where to densify our network and do it effectively and efficiently, AI also helps us achieve energy optimization and facilitate predictive maintenance," he said. Verizon is also building a fully automated supply chain digital twin, which helps with monitoring inventory levels, Arumugavelu said, and using AI in workforce planning. "Based on predictive market demand, we can proactively address staffing levels within our distribution channels," he said. "This includes management of our stores, call centers, and also identifying where to start technicians in the field." Perhaps the most consumer-facing implementation of AI is the oft-maligned digital customer service agent. "With AI implemented across each step before a customer even places a call, we can determine where they are likely to contact us, predict what they may need, and specify the next best action or offer for them," Arumugavelu said. If a customer needs advanced support, the system draws on "AI-enabled intelligent agent pairing" to go through more than 300 data points per call and direct the customer to the representative best positioned to help resolve their issue, he said. Arumugavelu said the company's data indicates the AI tools are working: 28,000 Verizon representatives are using them, and the company has seen an answerability rate increase to 95%, with an answer accuracy rate of 96%. "The question mark over where does AI help or does AI help us in our telecom industry is kind of past us now," said Nvidia's Vasishta. "Now it's a case of how do I leverage AI?"
Author: Sarah Jackson.
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