How GenAI will shape customer engagement strategies
"The challenge for most CSPs in extracting truly transformative value from their GenAI deployments will be their ability to safely expose their own OSS and BSS data to the GenAI model."
Generative AI (GenAI) has many potentially transformative use cases for communications service providers (CSPs) and it is not yet clear what approach will be best for each CSP. They should consider the most appropriate scenario for their GenAI deployments before making the necessary preparations.
Information provided in this report
- An analysis of three possible use cases of GenAI for customer engagement deployments
- Key considerations for CSPs that are deciding whether to deploy ready-made solutions or develop solutions in-house
Related items
30 September 2024
Research
Report
AI in telecoms: a strategic guide for operators and vendors
25 September 2024
Research
Article
CSPs’ spending on customer engagement is growing due to a focus on customer experience and retention
24 September 2024
Research
Market share report
Customer engagement: worldwide market shares 2023