Shulou(Shulou.com)06/02 Report--

With the advent of the 5G era, the communications industry will also usher in a great change.

New challenges facing the Communication Industry

Today, the communications industry is facing unprecedented new challenges. The market area is saturated, the increment is difficult to increase income, the marginal benefit continues to decline, and the traditional business is replaced by function.

According to the economic operation of the communications industry in the first half of 2018 released by the Ministry of Industry and Information Technology, by the end of June, the total number of mobile phone users of the three basic telecommunications enterprises reached 1.51 billion, of which, mobile broadband users (3G and 4G users) accounted for 83.2% of the total 4G users exceeded 1.11 billion, accounting for 73.5%. Obviously, the mobile service market has become saturated. At the same time, the growth rate of telecom revenue has declined, while the total volume of business has continued to rise.

How should telecom service providers respond in the next few years?

Telecommunications Industry: cross-data processing is still a difficult problem

Telecom service providers usually deploy a large number of IT systems in the background to facilitate their work. In order to deal with a large amount of data, including customers, salespeople, network providers and engineers, background staff need to switch back and forth between various systems, platforms, applications and databases to carry out data handling.

Manual operation not only requires a lot of time and manpower, but also costs high operating costs, and even faces the loss and risk caused by human error. Once something goes wrong, service delivery can be delayed, it becomes difficult to track business activities, and customer satisfaction decreases.

The emergence of RPA (Robot process Automation) helps to release back-end employees from these simple tasks, complete higher value-added work, and enhance the competitiveness of enterprises.

RPA makes it easier for telecom companies to manage their back-office operations, as well as a large number of repetitive and rule-based task processing. Simplify the execution of complex, time-consuming and labor-intensive tasks (such as billing, data entry, labor management and fulfillment of orders) through robots, reduce operating costs, bring higher efficiency and accuracy to telecommunications, and improve customer experience. Improve customer satisfaction.

Foreign telecom giants have taken the lead in implementing RPA

The American telecom giant, AT&T, which has long monopolized the long-distance and local telephone markets in the United States, used RPA in customer service, finance, after-sales and other departments as early as 2015. The RPA robot is responsible for finding and tracking customer complaint orders, as well as providing automatic invoice generation for the finance department.

As one of the first telecom companies in the world to apply RPA, in order to promote RPA technology quickly within the group, AT&T has set up a professional RPA technical team, from early automation process confirmation, software deployment to automation process design to RPA process troubleshooting after-sales service, etc., to provide one-stop RPA services for the whole group.

RPA has obvious advantages in the communication industry.

RPA will bring more help to the communications industry. Simplify operations and help telecom companies achieve operational excellence through automated management of multiple processes from background operations to front-end services.

RPA is deployed as a plug-in, which does not affect the original IT system and facilitates data and information sharing. Deployment can also be adjusted according to demand, easy to expand, and has the advantages of low implementation cost and high return on investment.

In terms of service management. As one of the key processes of telecom companies, service ordering management is usually completed in coordination with different systems and departments. This process is more complex, because there are many links involved in manual operation, it is often difficult for telecom companies to verify and complete the order request on time. The RPA robot can collate information from different sources, verify it, and complete service orders in a short turnaround time. Improve customer service experience.

In terms of customer service. RPA automatically extracts customer feedback from CRM and mail system every day and classifies it according to the content of the information. Then, according to the user's settings, RPA summarizes the feedback information and sends the data report to the employees. After the employees have reviewed it, RPA sends a feedback email to each feedback customer through natural language processing, and tracks the feedback in real time.

In terms of KYC. The KYC process is designed to help telecom companies reduce fraud. Customers must fill in their basic details before obtaining a telecommunications connection. RPA helps to match the customer's identity with previously known research data and validate them when the details meet regulatory requirements. The application of the RPA robot to this process not only helps to shorten the waiting time to improve the customer experience, but also improves the accuracy of the data, which is often overlooked when verifying customer details.

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