AI to help telecom operators monetize data, serve customers better

(Dec. 2024) Teresa Cottam describes herself as a “show-me-the-money kind of gal.” That’s why she’s optimistic about the growing role of AI and data in the telecom industry.

“Telecoms are actually awash with data,” says Cottam, Chief Analyst at the consultancy Omnisperience and Senior Contributor at TM Forum. 

The problem has been getting at that data, and using it to make a profit. 

“AI is helping us break down data silos and organizational silos,” Cottam explains to Huawei Editor-in-Chief Gavin Allen in an interview with Transform Talks. “That means we understand now what our customers want from us, because the data shows us that. This helps us serve those customers better, and it also (hopefully) helps us to make a lot more money.”

Telecom is a capital-intensive business, and operators need profits ample enough to let them make the necessary investments in future network technologies. She says 4G networks were great, but notes that most operators didn’t monetize them effectively.

The key to monetizing 5G will be using data to understand customers’ needs, then cross-selling and upselling enhanced services that give customers a premium experience they’re willing to pay for. 

“With autonomous networks, AI, machine learning, and other technologies coming into play,” she says, “I think we really can change our stars and look forward to a prosperous future.”