Decision support using AI: the data exploitation at telecoms in practice

ABSTRACT AI is a technological advancement used nowadays extensively by telecoms to take decisions based on the vast amounts of data they own and to optimise their daily operations. Hence, a question being raised amongst experts in this industry is how AI can be applicable in the various functions of telecoms. This paper showcases how the telecommunication industry could adopt Artificial Intelligence mechanisms into daily tasks and operations, in order to better utilise available data and accelerate digital transformation. The scope of this paper is to analyse and explore the opportunities and the challenges that have risen in telecommunications organisations, but more precisely, describes experiences from the IT Innovation Center of OTE Group that investigates and validates AI-related technologies in real business scenarios, aiming to boost and even further the organisation’s digital transformation and engagement in future markets. However, as depicted in this paper, although the numerous opportunities, telecoms face many obstacles which they try to overcome in this AI journey.