Intelligent Automation and RPA in Telecoms

To capitalise on market growth opportunities and new revenue streams associated with 5G, Telecoms must create innovative business models for monetizing 5G and explore advanced technologies such as voice-assisted technologies or IoT.

IA for 5G Wireless technologies helps:

• Accelerate the upgrade and deployment of new 5G technologies
• Generate revenue growth through accurate inventory management
• Employ digital workers to handle manual, repetitive tasks like contract automation, allowing human employees to focus on customer engagement
• Improve resolution times and reduce operational costs in the network operation centre
• Maximise operational efficiencies and predict failures faster by integrating AI/ML predictive maintenance models into everyday systems

Back-office automation presents “low-hanging fruit” for organisations seeking to cut operational costs and enhance efficiency. Operational complexity can be costly for telecom companies with multiple lines of business and diverse legacy processes. Back-office functions often operate in silos, creating challenges due to differing processes and regulatory requirements.

IA standardised processes, ensuring 100% accuracy and agility, ultimately lowering operating costs. Back-office departments — such as finance, IT, HR, supply chain, and procurement — can all benefit from IA, driving revenue while keeping costs down.

SLAs are critical to the service vendor lifecycle, but their complexity can be overwhelming. With Intelligent Automation, you can regularly track and review your SLAs to ensure compliance with industry standards. This alignment helps reduce workloads and improve both staff and customer experiences.

By automating SLA measurement and monitoring, Telecoms companies are better positioned to plan for future network optimisation.

Today’s omnichannel contact centres handle vast volumes of inquiries through email, live chat, text, and social media. Many contact centres face relentless pressure to deliver high-quality service efficiently.

IA for contact centre automation dramatically reduces the time required to identify customers and perform repetitive tasks across multiple channels. This enhancement improves customer satisfaction scores while boosting employee retention, sharpening competitive edges, lowering costs, and enriching the digital customer experience.

With IA, you can:

• Give agents time back to address complex issues while automating routine request resolutions
• Track customer experience and gather feedback through automated surveys to ensure top-notch service
• Utilise AI-powered chatbots to assist customers with simple requests, complaints, or inquiries
• Schedule automated notifications for customers regarding outages or other network updates

Ten10 can automate processes such as network planning and deployment, streamlining manual tasks. This improves network efficiency at reduced costs, freeing staff to focus on other business-critical activities.

IA is secure and compliant, enhancing your IT department’s efforts to maintain compliance and leverage data-driven insights to resolve issues like bottlenecks.

IA facilitates:

• Network configuration and security
• Activation of new network elements
• Auditing, assessing, and providing solutions to security threats like malware
• Measuring and monitoring SLAs and network usage management
• Introducing new technologies such as 5G and IoT to create new telecom services and revenue streams