AI Use Cases for Telcos: Networks & Operations, Products & Services, and Customer Interactions

"AI Use Cases for Telcos: Networks & Operations, Products & Services, and Customer Interactions", a global outlook report by GlobalData, deep dives into the possible use cases that AI makes available for telcom operators to turn into smart digital service providers & produce value.

Artificial intelligence (AI) along with its set of available technologies will be the cornerstone powering internal and external digital transformation for telcos. A multitude of AI use cases in several consumer, enterprise and corporate areas are possible for telcos.

The report is structured as follows –

– Section 1: Taxonomy & Market Context; offers an overview of the key AI definitions, technologies, and value chain.

– Section 2: Telecoms AI Use Cases; maps out the telecoms AI application areas. It then offers a series of examples of telcos’ AI implementations in networks & operations, products & services, and customer interactions & knowledge.

– Section 3: Case Studies; offers two telco case studies focusing on AI for predictive industrial maintenance and autonomous telecom networks. It analyzes the partnerships involved, the service features, and the benefits generated.

– Section 4: Findings and recommendations; we conclude the report with a set of key findings and recommendations for telecom operators to help them harness the benefits of AI and drive new revenue streams.


– Telcos need to augment their products and services with AI for more personalization and on-demand flexibility.

– AI is key to helping telcos optimize their networks and automate their network operations.

– Telco customer interaction touchpoints & channels are also benefitting from AI.

Reasons to buy

– The report objective is to help inform global industry executives' decision-making process on the possible use cases of AI in their telecom businesses, as well as of the possible service and commercial positioning strategies.

– Two case studies illustrate the findings of the report, providing insights into telecom operators' AI implementations, the partnerships they harnessed and the benefits they generated; this will help industry executives understand the drivers and benefits AI can create for them as well as the business & partnership models telcos can adopt to get access and deploy AI capabilities.

– The report also provide a reminder of the key AI definitions, technologies, and value chain. This will help telcos better understand the ecosystem, play an active role in it and monetize the opportunity arising from the AI space.

– With nine exhibits, the report is designed for an executive-level audience, to help them understand and determine the adequate evolution moves for their AI strategies.

Companies mentioned










China Telecom

Korea Telecom

South Korea Telecom


Kyivstar Ukraine


ELM Leblanc

Magic Leap














Globe Philippines





Orange Business Services


P.I. Works

Table of Contents

Table of Contents

Table of Contents 3

List of Exhibits 4

Executive Summary 5

Section 1: Taxonomy & Market Context 6

Defining AI 7

AI technologies overview 8

AI value chain – overview 9

Section 2: Telecoms' AI Use Cases 10

Telecoms’ AI use cases overview 11

Telecoms' AI use cases – network optimization & operations automation 12

Telecoms' AI use cases – AI-powered products & services 13

Telecoms' AI use cases – smart customer interactions & knowledge 14

Section 3: Case Studies 15

AI for offering predictive maintenance 16

AI for autonomous & self-driving networks 17

Section 4: Key Findings & Recommendations 18

Appendix 19

Acronyms and definitions 20

Companies mentioned 22

Related research 23

Contact information 26

List of Figures

List of Figures

Exhibit 1: AI definitions and key technologies 8

Exhibit 2: AI technologies’ application examples 9

Exhibit 3: AI value chain components 10

Exhibit 4: Sample AI application use cases in telecoms 12

Exhibit 5: Sample AI use cases in telco network optimization & operations automation 13

Exhibit 6: Sample AI use cases in telco AI-powered products & services 14

Exhibit 7: Sample AI use cases in telco smart customer interactions & knowledge 15

Exhibit 8: OBS IoT platform for predictive maintenance – ELM Leblanc boilers predictive maintenance use case 17

Exhibit 9: Wavelogic Ai monitors optical link data to enable capacity decision automation 18


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