Telecom Embraces Emotion AI

By Rana Gujral

(Telecom) satisfaction rates range between 11% and 25%, depending on the length of service. The more often someone switches providers, the less likely they are to be satisfied with their service. With 90% of US adults using the Internet regularly, that’s a lot of people with a lot of potential dissatisfaction. Can AI help?

Artificial intelligence (AI) represents one of the most significant, enduring technological innovations of our time. Despite the persistent fear that AI will displace millions from their jobs, the World Economic Forum estimates as many as 58 million net new jobs will be created in the next few years. There is a good reason for this. Far from a plug-and-play tool for a specific use case, AI represents a fundamental shift in how we look at complex business problems. With that being said, nowhere is that shift more evident than in the case of emotional artificial intelligence — the ability for machines to be emotionally intelligent — or simply put: Emotion AI.

AI can bring “all the feels” to help telecom providers remain relevant to their customers.

Originally published on June 1, 2020