AI & Digital Assistants: Telco Propositions & Revenues
2019.04.03   |   34 pages   |   Digital Transformation

Author:
Robert Harrison


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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

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