Research Google Cloud Generative AI

Using Google Cloud generative AI to change telecom

Communications service providers are transforming their clouds with generative AI. Despite its early stages, nascent AI in telecommunications is showing potential. Google Cloud has been expanding and improving its foundation models to democratise gen AI usage by simplifying model building, improving response reliability, and integrating with enterprise systems.

While developing a variety of applications, CSPs have been creative and begun using some of them in production. This blog discusses Google Cloud’s gen AI advances and how they benefit CSPs, as well as high-level architectures for typical gen AI applications.

A portfolio for gen AI-centric enterprise development needs

Google Cloud has fundamental models for processing and creating text, code, and images:

Through APIs or Generative AI Studio, AI practitioners can control the model utilised or the length of text segments provided to the model. Developers without AI experience can utilise Vertex AI to automate integration and configuration procedures for gen AI development. Developers can use Google Cloud’s Vertex AI Search to parse large documents and accelerate high-value intelligent app development and deployment. Check out our Next ’23 gen AI sessions for our latest advances.

CSP-gen AI use case growth

As we help our customers with gen AI, we’ve observed many CSP-specific applications in domains like:

Net operations,

Staff expertise,

Keep customers and increase ARPU.

Generation AI is being rapidly adopted by CSPs to summarise, categorise, or identify text sentiments, generate email or web content, and answer questions by extracting information from large corpora of documents using foundation models or products like Vertex AI Search and Conversation. These solutions boost staff productivity, creativity, and customer satisfaction.

Let’s examine three CSP applications’ high-level architectures for other applications

Root cause investigation for network outages using Vertex AI Search

Logs, vendor documents, trouble tickets, and resolutions are needed to determine network failure causes. Vertex AI Search lets CSPs construct a chatbot that can collect relevant data from organised and unstructured data and speed up human engineer cause identification.

The implementation design above shows how easy this app is to deploy. A chatbot ready for testing can load and index thousands of documents in hours with a few clicks.

CSPs have developed chatbots in numerous fields using the aforesaid design. Vodafone is testing Vertex AI Search. Vodafone Voice and Roaming Services has approximately 10,000 contracts with other telecoms companies globally in various formats, making it difficult for employees to find.

Vodafone Voice and Roaming Services CEO Sherif Bakir remarked, “We are building an intelligent assistant to securely and quickly search contracts.” Vodafone uses Vertex AI Search. “Generative AI speeds up processes, improving productivity and efficiency.”

Employee empowerment through information and automation

Google Cloud’s Contact Centre AI (CCAI) has improved customer satisfaction, efficiency, and call centre expenses for CSPs worldwide. Dialogflow CX from CCAI lets users and virtual agents create complicated interaction flows.

CCAI Agent Assist can also offer smart replies to human agents that can be customised for the organisation. It delivers customisable audio and chat summaries and analyses caller sentiment to infer emotional intent.

CSPs can now use Vertex AI Search and Conversation and gen AI capabilities in Dialogflow to create flows that access unstructured and structured data and trigger webhooks to schedule maintenance or technician visits. Complex Dialogflow processes can be generated from natural language specifications.

Growing capabilities are changing how CSPs provide excellent customer assistance. Michel Richer, Bell’s Vice President of Data Engineering and Artificial Intelligence, says, “Bell is excited to explore generative AI and its applications across personalization, marketing, and customer service.” We look forward to building on our conversational analytics work from the past few years, with CCAI as a key driver for customer experience enhancement.

Bell believes generative AI will transform and looks forward to creating and cooperating with Google Cloud.

Google Telecom Subscriber Insights, PaLM, and Imagen help retain consumers and raise ARPU.

Google Cloud’s Telecom Subscriber Insights analyses customer data from several sources to assist CSPs find products and services that boost ARPU. Vertex AI will enable a chatbot to enhance sales and targeted offers while interacting with customers naturally. Targeted offerings boost customer engagement and lower attrition.

Google Cloud and its partners help CSPs profit from smart consumer data platforms. CSPs can now generate rich material with text, photos, and video for their sales campaigns (such as 5G-based home internet service) in minutes using simple and effective suggestions, improving speed and efficacy. Location, buying history, and current attitudes could be used to customise client messages.

From text prompts, Imagen may create photo-realistic or watercolour graphics in high quality. A new Imagen tuning method, Style Tuning, allows CSPs to create images that match their brand guidelines or contain their unique items or designs using a minimum amount of reference images.

Similar few-shot text model tuning could be done to match a CSP’s corporate style. Google DeepMind SynthID also uses cutting-edge technology to implant a watermark directly into pixel images, making them undetectable to the human eye and hard to tamper with.

Benefiting while controlling risks

We have evaluated Google Cloud’s enterprise-ready gen AI capabilities in our product portfolio and are impressed by CSPs’ high-value use cases. As we adopt and use advanced AI technologies, Google Cloud will include robust guard rails to address accuracy, privacy and security, regulatory compliance, and intellectual property infringement threats.

This blog should encourage your own AI adventure! Many fundamental models, Vertex AI Search and Conversation, and Telecom Subscriber Insights are available to all Google Cloud customers. Discover how Google Cloud is helping CSPs transform their clouds here.

News source