As mobile phones become increasingly smarter with advanced artificial intelligence (AI) capabilities, the telecom networks supporting these devices are also evolving. Recently, Apple joined Samsung and Google in enhancing their handsets with AI, aiming to improve user experience and functionality. However, the surge in AI usage means that phones will generate and process more data, which could strain existing mobile networks. To manage this challenge, telecom operators are integrating AI into their infrastructure, ensuring they can handle the increased data demands efficiently.
Apple's introduction of "Apple Intelligence," set to enhance the Siri chatbot, is designed to make iPhones more intuitive and responsive. This follows similar advancements by Samsung with Galaxy AI and Google with Gemini AI for their Pixel phones. As these AI-powered features become standard, the amount of data processed by mobile phones will increase significantly. This heightened data generation puts pressure on mobile networks, such as the UK's O2, EE, Vodafone, and Three, to maintain high service standards. To address this, telecom operators are turning to AI. According to Ian Fogg, director of network innovation at CCS Insight, AI is used to manage radio frequencies dynamically and optimize the performance of cell towers. This helps ensure a consistent level of service while reducing energy consumption during periods of low demand.
AI's role in telecom networks is becoming more prominent globally. For instance, Korea Telecom uses AI to identify and resolve faults within a minute, significantly improving network reliability. In the US, AT&T employs predictive AI algorithms to anticipate and mitigate potential network issues based on historical data. Operators like Vodafone are using AI digital twins—virtual replicas of real-world equipment—to monitor network performance continually. AI also helps manage energy use in data centers, optimizing cooling and storage capacities. The rise in data due to AI usage is also driving investments in 5G Standalone networks, which offer higher speeds and capacity. However, some experts believe that even 5G may not be sufficient to meet future AI demands, pointing towards the need for 6G technology, expected to roll out around 2028.
Customer service is another area where AI is making a significant impact. The Global Telco AI Alliance, comprising major operators like Deutsche Telekom and SK Telecom, aims to develop an AI chatbot tailored for telecom customer service. This chatbot will handle common customer queries, freeing up call center staff to tackle more complex issues. Vodafone's partnership with Microsoft's Azure OpenAI Service exemplifies this trend. Vodafone's digital assistant, Tobi, interacts with millions of customers monthly, reducing the need for human intervention and improving customer satisfaction. Scott Petty, Vodafone's chief technology officer, highlights that AI enables employees to focus on more creative and impactful tasks, enhancing overall efficiency and customer experience. AI's potential to democratize access to advanced technology in emerging markets is also noteworthy, as it can provide these regions with tools to accelerate development and close the digital divide.
The integration of AI into both mobile phones and telecom networks marks a significant step forward in enhancing user experience and operational efficiency. While the increased data demands pose challenges, the adoption of AI by telecom operators ensures that networks can handle these pressures effectively. Additionally, AI's role in customer service is transforming how telecom companies interact with their customers, leading to better service and satisfaction. As AI continues to evolve, it promises to make networks greener and more efficient, benefiting both users and the environment.