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 |
Mobile operators are facing increasing competition from digital organisations that are exploiting the availability of large quantities of customer and usage data by using social media and digital technologies such as machine learning and AI to the full. Unless MNOs can compete successfully, they risk losing customers to them. To prevent losses of customers to these digital competitors, MNOs need to do more than deploy established and proven marketing and customer experience strategies and techniques. Instead, to compete directly with ...
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