Top 10: Uses of Gen AI in Telecoms

It is no secret that generative AI (Gen AI) is revolutionising the mobile industry. In addition to supporting infrastructure, Gen AI is able to provide detailed and robust data analytics features and modernise operations to improve the reliability of networks.

Gen AI can also help telcos personalise customer experience, anticipate needs and offer solutions before situations arise. They can also help to identify the root cause of network outages, which can lead to telcos gaining increased customer satisfaction.

Mobile Magazine therefore showcases some of the most popular use cases of Gen AI for the telecoms sector.

10. Fraud management

Telecom fraud management is the process of detecting, preventing and responding to fraudulent activity in the telecommunications industry. It is vital for telecommunications service providers to protect their customers and networks from the negative effects of fraud.

AI-led fraud detection works by implementing machine learning algorithms that are designed to analyse behaviours and detect anomalies that would suggest fraud. 

Telcos like Deutsche Telekom have deployed Gen AI to analyse call patterns and detect fraud. The company employs AI to scrutinise mobile apps to shield devices from possible cybersecurity threats. 

9. Reduce complexity

Gen AI can work to optimise technology configurations, which in turn can help to enhance labour productivity. From this, telcos can dedicate more time to its customers and improve network planning and management with the extra insights that Gen AI can offer. 

Vodafone is a primary example of a company that has successfully implemented Gen AI to streamline their operational workflows. The company recently expanded its partnership with Google to offer new Gen AI powered devices via Google’s Gemini AI models to millions of Vodafone customers across Europe and Africa.

8. 24/7 monitoring

Enterprise IT leaders are increasingly adopting AI-driven automation to handle complex interconnections across clouds, digital platforms and devices. According to October 2024 research by AIMultiple, 96% of IT decision-makers have already implemented AI in their network operations or plan to do so in the near future.

Integrating AI into network monitoring can enhance availability and performance within a network. For example, NTT’s Gen AI-powered network monitoring system includes anomaly detection, smart clustering, AI-based root cause analysis, automated compliance checks, service experience and insights and SLA monitoring to identify network issues early.

7. Help find new revenue streams

Gen AI can help enterprises bolster revenue with its insights, with executives already suggesting that the technology is a critical new aspect of their business revenue growth. For instance, AI-powered expense management tools analyse a company’s spending patterns and, by analysing data and providing recommendations, to help identify cost-saving opportunities. This more efficient route can lead to increased revenues for a business. 

Research by McKinsey in October 2024 suggested that, if telcos become more AI-native, they will achieve greater revenue growth and unlock US$250bn in value by 2040. 

Read more about this research HERE.

6. Avoid outages

Gen AI can be used to mitigate outages with predictive analytics (see below). The technology can harness historical data to identify patterns in network behaviour and the events that took place leading up to an outage.
Additionally, Gen AI is also able to predict potential failures before they occur, which in turn allows network administrators to be proactive. It can analyse network performance data, predict issues and automate problem resolution, as well as forecasting surges in demand, to help telcos allocate resources more effectively to avoid bottlenecks across the network.

5. Better operate RAN networks

Traditionally, radio access network (RAN) automation has sought to optimise network performance, but often falls short. The role of AI in RAN is now evolving, with businesses now starting to look to AI as a solution to support RAN as the journey towards 6G gets underway.

Notably, the AI-RAN Alliance was formed earlier in 2024 to focus on cutting-edge research and development via the use of AI to help transform radio access networks (RAN) and mobile networks for 5G and upcoming 6G developments.

Read more about the AI-RAN Alliance’s plans HERE.

4. Predictive analytics

Predictive AI can help businesses examine data to optimise pricing strategies, forecast consumer demand or predict upcoming market trends. It can also help to streamline claims management and forecast potential losses.

These insights can help telcos take historical data, combined with future forecasts, to run preventive and predictive analytics to better make sense of trends and maintain a competitive advantage. According to IBM, the technology can also parse customer data to understand usage patterns and better predict when it needs to increase service delivery.

3. Boosting customer experience

Companies within the telecoms sector can harness the power of Gen AI to provide several benefits to bolstering the customer experience. The technology can meet customer needs by offering services and marketing that is more personalised across the entire customer journey. 

Likewise, telco companies can use AI tools to analyse large amounts of data, including customer behaviour and engagement, to help them provide more personalised content and more advanced advertising segments. 

Gen AI platforms like chatbots can also make it easier for customers to get answers from their provider via their mobile phones.

2. Freeing up workers for more complex tasks

Gen AI technologies can help telcos tackle many different tasks that historically required manual work, including knowledge management for support staff and content personalisation for marketing and sales departments. By starting with these high-impact areas, telecom companies can better support their customers and build an environment where AI can be harnessed more to free up human agents.

BT Group is implementing Gen AI in this way to better support both customers and workers. Its initiatives, including BT Sourced, to optimise efficient working and the delivery of services by using data-driven insights from AI to support improved decision-making.

1. Optimise network performance

Ultimately, Gen AI can help improve network optimization and reduce operational costs. The technology can automate various aspects of network management, including load balancing, traffic routing and capacity planning. 

Network performance can be optimised based on current and future demand, which in turn can minimise organisational downtime and enhance service reliability. Additionally, these capabilities can improve and streamline 5G network management to further advance services.

Verizon is an example of a telco that harnesses Gen AI to optimise its network performance, manage capacity development and reduce overall power consumption. Its Gen AI models can predict peak usage times and optimise network configurations to prevent congestion and enhance user experience.

Make sure you check out the latest edition of Mobile Magazine and also sign up to our global conference series - Tech & AI LIVE 2024 and Cloud & 5G LIVE 2025

Mobile Magazine is a BizClik brand