RPA for Telecommunication
Industry

Delightful Customer Experience with RPA and AI

With the growing technologies like IoT, there is a significant increase in connected devices globally. Technologies like 5G will even boost the speed and number of connected devices and users. According to the US edition of Deloitte’s 2018 Global Mobile Consumer Survey, 37 percent of respondents now have unlimited data plans—up from 25 percent in 2017. The surge in the users has provided steep growth to the telecommunication industry.

But with increased customer expectation and competition, telecom companies need efficient and faster operations. Integrated Robotic Process Automation (RPA) technology can help telecom companies provide a superior level of service. RPA can reduce manual error and turn-around time in processes like customer support, billing, invoice processing, and document verification, and so on.

Top Challenges in Telecom Industry

Thin Margins

Thin Margins

Telecom is a very price-sensitive industry. Telcos are facing competition from all directions like other telcos, messaging apps, VOIP services, which force to lose on margin to stay competitive.

High Operational Costs

High Operational Costs

Telcos have to invest a lot in support centers, marketing, technology, back-office, which increases the cost of operations and lower margin.

Customer Expectations

Customer Expectations

Being a highly competitive market, customer experience plays a vital role in success. To provide support with less TAT and superior quality, telcos invest in quality manpower and infrastructure.

Technological Upgrade

Technological Upgrade

From slow 2G networks to 20 GBPS superfast 5G network, the telecom industry is ever-evolving. Telcos need to upgrade to newer technologies to provide better and faster service.

Disparate Systems

Disparate Systems

Telcos adapted to multiple systems over the years for different products and services, but not all of them integrate together creating, data silos and complex processes.

How AutomationEdge RPA can Empower Telecom Industry

Simplified Data Entry

With OCR technology, RPA can help automate back office data entry process end-to-end from reading paper-based form data to entering in different systems. This helps in reducing the error rate and TAT.

Delightful Customer Experience

ML & NLP capabilities enable RPA to understand the customer query in natural language and provide appropriate answers from the past data reducing customer wait time. RPA can also help in auto-assignment of queries to respective team avoiding customer frustration.

Improve Network Uptime

RPA can predict and detect possible network issues when connected to different systems to avoid network downtime and improve customer experience. It’ll also help the support team to stay updated with the latest issues in real-time to provide actual cause to customer and resolution time.

Forecasting and Decision Making

Telcos receive reports in different formats from disparate systems. RPA can integrate with different systems to analyze data and provide a report in minutes instead of hours when done manually. This improves accuracy and helps in faster decision making with the latest possible data.

Invoice Processing

Telcos work with multiple vendors, which generate 1000s of invoices to process. RPA, when integrated with systems, can process invoices by checking details with purchase order and entering into the systems if correct. This saves 90% of the time and issues due to manual errors.

Simplified Data Entry

With OCR technology, RPA can help automate back office data entry process end-to-end from reading paper-based form data to entering in different systems. This helps in reducing the error rate and TAT.

Delightful Customer Experience

ML & NLP capabilities enable RPA to understand the customer query in natural language and provide appropriate answers from the past data reducing customer wait time. RPA can also help in auto-assignment of queries to respective team avoiding customer frustration.

Improve Network Uptime

RPA can predict and detect possible network issues when connected to different systems to avoid network downtime and improve customer experience. It’ll also help the support team to stay updated with the latest issues in real-time to provide actual cause to customer and resolution time.

Forecasting and Decision Making

Telcos receive reports in different formats from disparate systems. RPA can integrate with different systems to analyze data and provide a report in minutes instead of hours when done manually. This improves accuracy and helps in faster decision making with the latest possible data.

Invoice Processing

Telcos work with multiple vendors, which generate 1000s of invoices to process. RPA, when integrated with systems, can process invoices by checking details with purchase order and entering into the systems if correct. This saves 90% of the time and issues due to manual errors.

Benefits of Robotic Process Automation

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