Transforming Customer Experience in Telecom: Agentic AI-Driven BSS Solutions for Hyper-Personalized Service Delivery

Abstract

In an environment in which users and telecommunications providers are increasingly interconnected, it has become difficult to obtain relevant data that answers customers’ questions or needs, therefore leading to a poor customer experience. Large companies have various channels to communicate with customers, yet many users’ issues are not solved in the first interaction. Often, after establishing a context with an automated response system, users are redirected to speak to a person, wasting both parties’ time. Despite the technical complexity behind those last resort solutions, they are not satisfactory from either the user or organisation’s point of view. Modern Virtual assistants are effectively gathering data, understanding a user’s context and creating a conversation model that can lead to relevant and pertinent answers being provided on most occasions without intervention from a human agent. In recent years, key ‘ingredients’ in telecommunication firms’ available datasets have become similarly accessible to other businesses or even developers. Would it not make sense to implement similar technology to both improve quality of service and a better customer experience?