Key Infographic

 

Introduction

With recent developments in AI and speech recognition, the use of digital assistants is becoming increasingly widespread. For network operators this provides an opportunity both to provide improved customer service and to reduce costs.

This report looks at developments in this field and surveys the offerings of the major network operators including Deutsche Telekom, Orange, SK Telecom, Telefónica and Vodafone, and looks at the impact on their costs and their customers’ satisfaction levels.

 

Three i3

 

Companies: Deutsche Telekom, Orange, SK Telecom, Telefonica, Vodafone, dtac, IBM, IPsoft, Amazon, Google, Apple, Samsung, O2, MMT Digital, Liveperson, BGF Retail,

Countries: China, Germany, US, Spain, UK, Thailand, South Korea, New Zealand, Italy, Czech Republic, Global

Keywords: Conversion rate, WhatsApp, Siri, AI, smart speaker, mobile banking, Movistar+, usability score, smart home, kiosks, Touchpoint, Facebook Messenger, TOBi, skills, natural language generation, Aura, Orange TV, natural language processing, Amelia, contact centres, Google Assistant, social media, digital assistant, chatbot, Magenta, Djingo, echo, Alexa, Cortana, NPS, NUGU, webchat, transactio time, Watson, speech recognition, Bixby, Orange Bank,

1	Overview	1
1.1	Key Infographic	1
1.2	Introduction	1
1.3	Three i3	1
2	Background and Content	2
2.1	Background to the Report	2
2.2	Report Content	3
2.3	Currency and Conversions	3
2.4	Further Questions and Feedback	4
3	AI & Digital Assistants	5
3.1	Introduction	5
3.2	User Preferences and Expectations	5
3.3	State of Development	9
3.4	Digital Assistant Skills	10
3.5	Market Uptake	10
4	Operator Digital Assistants	12
4.1	Introduction	12
4.2	Deutsche Telekom – Magenta	13
4.3	Orange - Djingo	14
4.4	Telefónica – Aura	16
4.5	Vodafone – TOBi	18
4.6	SK Telecom - NUGU	23
4.7	dtac (Telenor Thailand) - AI	26
5	Key Findings & Conclusions	28
5.1	Introduction	28
5.2	Developing capabilities – strengths & weaknesses	28
5.3	Operators’ activities	28
5.4	Likely future developments	29
5.5	Customer Acceptance	30
5.6	Effect on Operators’ Business Performance	30
5.7	Conclusions	31
6	Recommendations	33