Monday, June 24, 2024

    Netcracker launches pioneering generative AI for telecoms industry, collaborates with Microsoft

    Netcracker Technology has launched a new GenAI Telco Solution designed to bring the value of transformative Generative AI (GenAI) technology to the telecom industry. With the new solution, communications service providers (CSPs) can harness their valuable telecom data and knowledge in a secure and controlled way to bring exceptional benefits to customers, partners and their own businesses. This includes support for specialised telco-centric scenarios such as Care Assistant, Agent Partner, Sales Assistant, Catalog Assistant and Digital Operations Technician.

    Netcracker has also expanded its partnership with Microsoft to leverage the latter’s OpenAI ChatGPT through Azure OpenAI Service.

    Most telco data is highly confidential and the telco business is highly specialised, requiring new techniques for CSPs to benefit from the transformational capabilities of GenAI models. In addition, a large proportion of telco data changes constantly, creating challenges for operators to leverage real-time data to deliver exceptional value and productivity gains.

    With the GenAI Telco Solution, Netcracker has combined its extensive telecom IT domain leadership and expertise with AI technology innovations. The solution comprises a GenAI Telco Platform consisting of Knowledge Management to build, test and optimise telco-focused scenarios, such as customer care, business operations, sales and network operations. It also includes a GenAI Trust Gateway that integrates with the telco IT and data analytics environment, works in real time to create the best personalized prompts to ensure the highest quality GenAI interactions and obfuscates sensitive telco data, which ensures the highest levels of security and accuracy.

    Netcracker has integrated its solution with the most popular commercial GenAI models, creating a unified approach enabling CSPs to choose their preferred combination of public and private models that best meets their business needs and maximizes return on investment. Netcracker has also created powerful out-of-the-box use cases for each area of the telco business to speed up adoption and realize benefits quickly.

    “The telco industry is extremely complex, and extracting value from its valuable yet highly proprietary data requires an in-depth understanding of the entire telecom business,” says Roy Chua, Founder and Principal Analyst at AvidThink Research. “Netcracker is in a strong position to fill that important role with its new solution, which will broaden the scope and usefulness of generative AI technology across all telco domains and make it securely accessible.”

     “Netcracker’s GenAI Telco Solution enables service providers to securely tap into their telco data and maximize the value from multiple GenAI models and platforms,” adds Bob Titus, CTO at Netcracker. “When leveraging enterprise telco data with GenAI, it is crucial to address the data privacy, security and quality concerns. Our solution and library of interaction models allow service providers to quickly generate tangible business value from GenAI for their customers and their internal operations.”

    Tangled up in Azure

    Working with Microsoft, Netcracker GenAI Telco Solution leverages the power of OpenAI’s ChatGPT through Azure OpenAI Service to create high-value use cases by harnessing valuable telecom data and knowledge. Through its extensive expertise in telecom IT, Netcracker’s solution enriches ChatGPT with real-time telecom data, context and knowledge from the operators’ BSS/OSS and data analytics platforms to increase productivity and provide a superior customer experience in all areas of the telecom business.

    The combined offering provides CSPs with a set of market-ready solutions that can dramatically improve call center efficiency, increase the productivity of business and operational employees, drive faster sales conversions and make quicker recommendations for new offerings.

    “With generative AI like OpenAI’s ChatGPT taking the world by storm and making inroads across industries, we are excited to bring this power to CSPs to deliver high-quality customer experiences,” said Shawn Hakl, Vice President Azure for Operators at Microsoft. “We are thrilled that Netcracker has chosen Microsoft Azure OpenAI Service as the foundation of its solution to bring lower costs, higher quality of care and personalized interactions to their customers.”

    “Higher productivity and exceptional customer care are the goals of CSPs worldwide and achieving these while maintaining a good experience and cost efficiencies has been elusive,” adds Netcracker’s Titus. “Through our ongoing collaboration with Microsoft, our GenAI Telco Solution will give our customers a way to boost the quality of services they are able to offer while reining in operational costs and improving retention, giving them a win-win scenario in today’s hyper-competitive landscape.”

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