AI is set to transform the telecoms industry as meeting new customer expectations becomes a necessity – but how do you adapt this technology at scale?
AI is rapidly changing the way we do business. In this episode of AI Negotiation Unlocked, Rosie speaks with Dave Mojarab, Head of Digital Product & Design at Vodafone, discussing the complexities of adapting to changing technology at scale and finding ways to proactively solve customers' problems.
As we explore the transformative impact of AI on the telecom industry, the challenges of data management, and the importance of enhancing customer interactions through technology, Rosie and Dave also touch on how negotiation strategies and the necessity of adapting to rapidly changing customer expectations is becoming more important every day.
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Discussed this episode:
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The impact of AI on telecoms: Why telecoms is experiencing "surprising lag" when it comes to AI, and how it is poised to transform customer experience over the coming year.
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Why the format of data doesn't matter anymore: Dave discusses the puzzle of data in a telco industry rife with mergers and acquisitions – and how AI is helping tame this data.
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How telecoms needs to embrace customer-facing AI to stay competitive: Rosie and Dave talk about growing customer expectations, and where it is practically sensible to implement customer-facing AI when an LLM runs the risk of putting out hallucinated content.
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How AI in telecoms could address the customer-business power imbalace: From reactive to proactive, how AI advances in telecoms means waiting for a customer to call when they have a problem might soon no longer be enough.
The Key Takeaway from this episode of AI Negotiation Unlocked
AI is changing the telco industry rapidly, and has the potential to let these large businesses serve thousands of customers at once on a personal level. If implemented well, AI has the potential to redefine telecoms and deliver astronomical cost-savings – but innovation needs to happen soon before the industry lags behind the rest of the world.
Stay tuned for more insights on AI-powered negotiation in future episodes of AI Negotiation Unlocked.
Can't wait? Find out more from Nibble's experience negotiating 100,000 times a month here.
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