The Software Robot As A Digital Employee

The competitive and cost pressure in the telecommunications industry is great. In order to stand out from the competition, it is necessary to provide customers with affordable and state-of-the-art services. Intelligent automation can play its part in this.

In the face of fierce competition, telecom operators need to provide their customers with affordable and state-of-the-art services while at the same time aiming to provide optimal customer experiences. In general, the industry is facing a dwindling number of subscribers and revenues, which means that operating costs must be kept low.

Companies in the telecommunications sector have always been drivers of digitization – the introduction of new technologies always improves connectivity and the coexistence of society. The introduction of 5G also offers new, great potential to offer both consumers and companies new services and opportunities. In order to be able to stand out from the competition with the new technology, the telecommunications industry has to deal with the topic of automation. It needs to automate processes to increase operational efficiencies, streamline operations, and improve customer experiences with new service offerings and technologies.

Intelligent bots offer many advantages

As part of the so-called intelligent automation, Robotic Process Automation (RPA) is integrated with advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML). The software robots, which act as digital employees, receive advanced analytical and cognitive skills such as reading documents or can use them to perform activities that require rule-based thinking. This not only brings considerable advantages for companies in telecommunications, but in all sectors.

Agile and ready to go: The pandemic has highlighted the importance of agile and resilient operations. With a fully scalable digital workforce, constraints such as employee absenteeism or fluctuations in productivity levels caused by remote work, among other things, can be accommodated. Because digital employees can do their jobs at any time and under any circumstances. In this way, they maximize network and service availability and contribute to a positive customer experience.

Streamlined compliance: Digital workers also help with regulatory compliance. Within the framework of the GDPR, the use of intelligent automation can, for example, relieve employees in the compliance area, and risks can be identified at an early stage and automatically classified. This considerably simplifies the high level of manual work involved in fulfilling all of the evidence and documentation required by the GDPR. This is vital as privacy and security regulations continue to increase and the consequences of data breaches become more severe.

Reduce enterprise costs: Digital workers can take on repetitive tasks and offload employees, leading to a reduction in overhead and service costs by automating business support systems (BSS) and operating support systems (OSS) and standardizing processes.

This allows companies to use and plan their existing digital resources accordingly. The aim is to support employees with the new technology in completing their tasks and not to replace them. Digital workers free up time for employees to focus on delivering quality customer service.

Continuous Innovation: By freeing employees from repetitive and mundane process-driven tasks, teams can focus more time and energy on developing core products and services. This is especially important in the disruptive telecoms industry to meet changing customer and market demands. The freed-up time of employees leads to more innovation and collaboration as well as improved customer experiences and, in turn, better business outcomes.

Intelligent automation with a scalable digital workforce can make telecom processes more agile and efficient. It offers telecom operators the opportunity to direct their workforce to more complex jobs and higher-value activities, while digital workers take on simpler tasks. This will play an important role in launching new services, including unlocking the full commercial potential of 5G.