AI to better understand your customers: a case study of Amdocs
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Telecoms operators have been at the leading edge of AI adoption, building on automation efforts in recent years. Early AI projects targeted cost savings among other purposes, including customer experience tracking and diagnostics.
Enhancing customer experience is now the top strategic priority in operators’ network transformation plans. It is rated as such by 42% of operators in GSMA Intelligence’s latest Network Transformation Survey (up from 30% a year ago). The competitive environment faced by operators means that staying ahead of the game on customer experience – understanding what people want before they know they want it – is key to success. Amdocs' Customer Experience Insights (CXI) solution provides a pertinent example for a case study.
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