Because generative Al is likely to lead to higher levels of engagement, advancements in this field are likely to push the maturity of the digital human technology - virtual characters powered by a comprehensive set of AI technologies. For example, in digital customer success and customer service, humans will become more knowledgeable as generative Al use expands with customers and buyers across the business. In addition, advanced use cases include digital human influencers that use generative Al technology as both a source and a delivery model of content. 

The expansion of generative Al will rapidly advance digital humans' ability to respond to natural language queries and engage in depth. 

Challenges in telecommunications include poor customer service results as the list of products and services is overwhelming for employees; employee retention as the profession is too exhaustive to onboard gradually and employees tend to leave due to high stress; the attention of the customer service expert goes to looking for information focusing on getting the documents right instead of listening, offering better solutions that can result in extra sales for the company on top of customer loyalty and satisfaction. 

Peak times make workforce planning very difficult and customers end up waiting the longest when they are in need the most. 

Data: there is a lot to take from calls to R&D but oftentimes this information is lost in calls. 

LLMs can be used to automate customer support tasks (in multiple languages) such as answering FAQs and providing basic troubleshooting assistance, freeing up staff to work on more complex issues, providing understanding and better solutions. The models can also be used to analyze customer support sessions and estimate the number of positive interactions. 

 kõrvale: According to Gartner, by 2025, 50% of generative Al initiatives will have improved reliability and transparency by combining deep learning foundation models with knowledge graphs or other composite Al elements. 

 Generative AI is revolutionizing the way businesses engage with their customers. By integrating a Seamless GenAI Assistant—offering chatbot, voice bot, and vision capabilities—telecommunications companies can address persistent industry challenges and unlock new levels of efficiency and customer satisfaction. 

1. Boost engagement and expertise among your team

   - Generative AI empowers digital assistants to provide fast, accurate, and insightful responses, ensuring every customer interaction is more engaging and valuable. 

   - The AI evolves continuously, enabling digital customer service agents to handle increasingly complex queries with ease.   

2. Overcome key challenges 

   - Improve Customer Service: AI assistants alleviate the overwhelm on employees by handling routine tasks, enabling team members to focus on building loyalty and driving additional sales.   

   - Enhance Team Efficiency: During peak times, AI scales effortlessly, reducing wait times and ensuring consistent service when demand is highest.   

   - Ease Employee Turnover: AI assists in knowledge management and reduces stress on employees, leading to higher retention rates.   

3. Turn data into insights

   - AI can capture and analyze valuable data from customer interactions, providing actionable insights for R&D, product innovation, and workforce planning. 

The competitive edge for telcos 

- Multilingual automation: Handle customer queries across regions with AI-powered support in multiple languages.   

- Wise customer journeys: AI enables real-time listening and solution recommendations, delivering personalized experiences that build loyalty.   

- Useful analytics: Use AI to measure customer sentiment, improve service quality, and identify opportunities for growth.   

 By incorporating a Seamless GenAI Assistant you’re not just adding a tool—you’re adding the soul of how your business connects with its customers.  

Enabling your team to focus on what matters most: delivering exceptional service and driving growth. Your team will shine because they can concentrate on making customers your biggest advocates in the market.