Digital AI Assistants & Chatbots: State of Play and Monetization Plans
The report also provides a number of monetization options that telcos have adopted and are planning to rollout for their digital assistant and chatbot capabilities. It also offers case studies of telcos’ digital AI assistant implementations. It reviews the development strategies, the key benefits produced and the monetization models.
Based on artificially-intelligent conversational platforms, digital AI assistants and chatbot deployments are on the rise, including from telcos.
Initially led by pure-play Internet and cloud providers, the digital assistant & chatbot ecosystem is seeing the emergence of telco players.
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The report is structured as follows -
Section 1: Taxonomy, Market Context, & Introduction; an overview of the key AI definitions, technologies, adoption drivers and inhibitors for telcos.
Section 2: Digital AI Assistants & Chatbots. This section analyzes the digital AI assistants & chatbots ecosystem, its genesis and timeline. Furthermore, it provides a review of the telco digital assistant & chatbot landscape with an analysis of selected telco initiatives.
Section 3: Telco AI Assistants Case Studies; provides four telecom operators’ Digital AI assistant implementation case studies analyzing the drivers of such moves, the deployment strategies (e.g. in-house, partnerships involved), benefits produced, and monetization models.
Section 4: Key Findings and Recommendations; we conclude the report with a set of key findings and recommendations for telecom operators to help them deploy & harness the benefits of digital AI assistants & chatbots and drive new revenue streams.
- Digital assistants and chatbots are becoming important capabilities to powering telcos’ customer journey digitization.
- Most telco digital assistant and chatbot deployment initiatives have initially focused on digital customer support and sales.
- Monetization use cases, for new revenue streams generation, are also starting to arise.
- In light of the capabilities made available by global Internet & cloud players and other technology companies in this space, telcos need to carefully select their digital AI assistant deployment strategy to be able to yield the return they seek.
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