The two “must-have” skills in the post-COVID-19 world are RPA and AI, at 57% each.
The telecom industry is a highly competitive, capital-intensive industry with expensive infrastructure.
Today, telecom companies are constantly trying to gain the lead over each other in providing cheaper tariffs, innovative benefits, faster data transfer speeds and more.
Consequently, many big players in the telecom industry have started to turn to intelligent automation to give them an edge over their competition in terms of reducing operational costs while increasing efficiency, skyrocketing customer satisfaction, and growing profit.
Quick overview, Intelligent automation (IA) is where robotic process automation (RPA) is integrated with leading-edge artificial intelligence (AI) such as ML, NLP, OCR, Cognitive, etc., to automate the end-to-end workflow cycle.
With its self-learning behaviour, intelligent automation will revolutionize the way repetitive tasks are performed in the telecom industry.
Analysys Mason, a global consulting and research firm, has predicted that,
“Following their experiences during the pandemic, (Telecom) operators will accelerate their efforts to support consumers with automated attendants and self-care apps. Operators will also apply this effort to the network in 2021. We expect them to increase their spending on the fully automated orchestration required by 5G core virtual networks from USD4 billion in 2020 to USD20 billion in 2025.”
So, how is Intelligent Automation being implemented in the Telecom Industry?
Telecom companies are using intelligent automation for greater productivity, to increase scalability and agility as well as for transparency, better accuracy, resiliency, and reliability.
Given below are some of the use cases of intelligent automation in telecom:
- First Call Resolution (FCR): FCR is the key to customer satisfaction in the telecom industry, but agents face challenges with capturing the VOC, resulting in follow-up calls, poor customer engagement and increased AHTs. But enabling IA assists with retrieving relevant data and information for the agents, leading to improved customer satisfaction, and resolved cases.
- Network Management: It is one of the most complex challenges to overcome in the telecom industry owing to factors such as high operational costs, manual processes, and maintenance, to sustain volume and velocity changes. However, by setting up IA, companies can automate repetitive processes like incident, event, and diagnostics management whilst leaving humans to deal with complex processes.
- Manual Sales Order Processing: This labour-intensive process uses outdated protocols which give rise to errors, delays, and functional inefficiencies. Meanwhile, automating sales order processing with IA standardizes the work process, streamlines the workflow, and boosts ROI.
- Partner Query Response: Companies can significantly cut back on response times with the introduction of IA into their processes. Intelligent robots are capable of analyzing queries - emails, texts, calls, providing basic responses, and diverting the complex queries to humans, keeping them in the loop.
Which factors drive the success of Intelligent Automation in the Telecom industry?
- 1. Governance:
- Governance ascertains allegiance in the automation ecosystem by proctoring human and bot activities, meeting SLAs, and regulating compliance to standards.
- 2. Process Discovery:
- Automation reduces bottlenecks which occur in complex telecom processes with data-driven process discovery tools, thus increasing operational efficiencies.
- 3. Scalability:
- Companies write-off automation implementation because they struggle to scale up over a few bots due to poor human-bot governance, mediocre exception handling, incompatibility with multiple bot vendors and future of work technologies, which is why scalability is a must-have.
- To capitalize on this technology to the fullest, organizations need Robotic Process Orchestration (RPO).
How can Robotic Process Orchestration (RPO) boost support Intelligent Automation in Telecom while addressing the above factors?
Enate's Robotic Process Orchestration (RPO) is your key to promote Intelligent automation initiatives in the telecom industry. It is a Lite Workflow, BPM, and Work Management platform that acts as a tether to connect all your human team members &/or automation technologies as one single unit.
It features cutting edge case management, ticket management, email management, and workforce management capabilities.
Here’s how RPO will handle the above factors:
RPO increases RPA efficiencies through effective Governance: Obstructions like ineffective governance, lousy exception handling, multiple bot vendors incompatibility, and cumbersome human handoffs hinder successful automation implementation. But RPO ensures efficient human-RPA/bot handoffs and human-bot governance, grants multi-vendor compatibility, and betters exception handling.
RPO supports in identifying high potential processes for automation: When handling human and bot activity in a process, RPO exhibits business intelligence in suggesting the likely activities for automation, advocating a technology type, revealing metadata on savings potential & offering a strategy for continuous automation evolution.
RPO delivers end-to-end process automation while facilitating scalability: RPO helps the Telecom industry with humans and bots handoffs, placed in any order, for countless times. Bots perform repetitive tasks while humans deal with exceptions and complex tasks in the end-to-end service cycle. This renders scalability, especially in long, tricky processes like network management.
Wondering if Enate’s RPO is the right fit for you?
Enate’s RPO can refine automation with its human-in-the-loop technology, improving your operational value and boosting ROI. Enate provides end-to-end automation services that feature leading-edge technologies like ML, NLP, OCR, Cognitive, etc. so you can implement and forget about it, as we do the work.
Download Enate's whitepaper: Intelligent Automation in Telecom – Powered by Robotic Orchestration to know how Enate’s human-bot automation ecosystem works. We offer advanced, user-friendly services such as governance and scalability to future-proof your investment. We are a responsible team with experience in automation across different industries, platforms and countries.
Enate is a UK based enterprise software company. Its Robotic Service orchestration technology combines lightweight Workflow, BPM & work management into a no-code quick SaaS offering. The technology delivers end-to-end process automation by connecting human workers & digital bots (RPA, OCR, AI/ML, etc.) into one hybrid workforce and managing operations across them.
The platform enables organizations to save 20 to 30% operating costs by scaling automation & streamlining operations to improve efficiency. Enate manages nearly 10 million transactions annually, across users in more than 60 countries.
The platform's customers include global brands like Mizuho Bank, Capgemini, EY, Utmost (erstwhile Generali Link), and many more.