The evolution of technology has been rapid and relentless, with Artificial Intelligence (AI) at the forefront of this revolution. Naturally, this evolution has spilled over into the telecoms industry, transforming mobile networks in unprecedented ways. A recent article on BBC News reveals how mobile phone networks are embracing AI to improve their services and cope with the ever-increasing demands of data usage.
The new wave of AI adoption in mobile phones has been spearheaded by tech giants like Apple, Samsung, and Google. These firms have integrated AI into their handsets’ operating systems, resulting in a surge of AI-powered devices. For instance, Apple’s new operating system, Apple Intelligence, aims to enhance the efficiency and speed of its handsets and enhance Siri, its chatbot, transforming it into a more personalized assistant.
However, the increased use of AI in mobile phones translates to more data use and computing, which places substantial demands on the mobile networks facilitating these services. To address this issue, telecoms firms are leaning heavily on AI. According to Ian Fogg, director of network innovation at CCS Insight, network operators are using AI to manage radio frequencies dynamically, ensuring optimal service levels. AI also helps manage cell towers, reducing energy usage during periods of lower demand.
The use of AI in managing mobile networks is now a global phenomenon. For instance, Korea Telecom in South Korea uses AI-enabled network monitoring to locate and fix faults within a minute. In the US, AT&T uses predictive AI algorithms trained on trillions of previous network alerts to preempt potential network issues.
Telecoms companies are also using AI digital twins, which are virtual digital replicas of real-world equipment like masts and antennas. These digital twins continually monitor network performance, assisting telecoms firms in improving efficiency and service delivery. AI also plays a crucial role in managing how data centers use energy and optimize storage capacity.
The surge in data created by the increased use of AI is driving telecoms firms worldwide to invest in 5G Standalone mobile networks. These networks offer higher speeds and capacity compared to their 4G counterparts. However, some experts argue that even this advanced technology might not be sufficient to meet the demands of the AI era. They suggest that AI won’t reach its full potential until the rollout of 6G, expected from 2028.
Apart from improving network efficiency, AI also plays a significant role in enhancing customer service. The Global Telco AI Alliance, a joint venture company made up of Deutsche Telekom, e&, Singtel, Softbank, and SK Telecom, aims to develop an AI chatbot tailored for the telecoms sector. This chatbot will handle basic customer queries, freeing up call center staff to address more complex issues.
Vodafone has also embraced AI in its customer service, partnering with Microsoft’s Azure OpenAI Service to enhance its customer interactions. Vodafone’s digital assistant, Tobi, interacts with over 40 million customers monthly across 13 countries in 15 languages. The use of AI has led to a 10% reduction in follow-up calls and doubled the number of successfully completed online customer journeys.
While there are concerns about potential job losses due to AI automation, some industry players view AI as empowering, especially for lower-income countries. AI democratization, where AI solutions are made accessible to all, is seen as a tool to help emerging markets catch up.
In conclusion, AI is revolutionizing mobile networks worldwide, making them more efficient and responsive to the growing demands of data usage. As telecoms firms continue to embrace AI, the future of mobile networks looks promising, with prospects of greener networks and a more efficient world.
