Where will the telecom industry be in 5 to 10 years, and what technologies will shape its future? Here’s what telecom specialists from Mobile World Congress had to say about how the latest developments and trends, from 5G, AI, C-RAN, IoT, and more, will impact the telecom industry.
“Over the last year or so, we have witnessed a surge in the adoption of AI platforms to drive customer engagement and enable service providers to deal with the high volumes of inbound requests,” said Doron Youngerwood, product manager, artificial intelligence, Amdocs. “Machine learning and automation have become essential due to the speed, scale, or complexity of the customer data that needs to be processed.”
Machine learning and automation will play key roles in the future of telecommunications. Youngerwood sees operators anticipating issues that could lead to complaints and preemptively engaging with customers first. In addition, Youngerwood predicts that AI will save time and money, and traction in these emerging technologies will only increase.
“With recent developments in the field of sentiment analysis, it’s now possible to gain a deeper understanding of the customer’s emotional state in real time by analyzing vocal intonations to detect their current mood, prompting an emotionally aware response,” Youngerwood said. “The convergence of sentiment within the context of voice interactions is pivotal to the future of customer service.” He also stated that it will transform the way operators filter, manage, and prioritize calls and inbound requests, which in turn will increase customer satisfaction.
Telecom operators will also get smart with data to monetize the IoT. Digital transformation will power a surge in momentum for the IoT, with the number of connected devices predicted to reach 30.73 billion by 2020, according to NetScout. “This will give rise to an unprecedented amount of data that can be harnessed by operators, enabling them to become ‘smart,’ and gain actionable and meaningful insights,” said John English, senior product manager, service providers at Netscout.
Mid-band spectrum for 5G connectivity will also impact telecom developments.
Jaime Fink, CTO and co-founder of Mimosa Networks stated, “Service providers will be focusing their attention on the properties of the mid-band spectrum for delivering 5G connectivity. The mid-band is set to become the workhorse for urban 5G capacity as well as wireless broadband in residential and rural areas.”
“These complimentary mobile and fixed applications are rapidly pushing to expand in the mid-band because of improved propagation characteristics,” Fink added. “Broader coverage afforded by mid-band spectrum will reduce the cost to deploy 5G mobile capacity in cities and will also accelerate deployments of fiber-fast dedicated wireless broadband solutions in unserved and underserved areas with almost no overlap geographically, both mobile and fixed services can co-exist in the mid-band spectrum.”
For more on the future of telecommunications, see For Mobile Network Operators, Simplification Is Everything.