Title: Telcos Still Divided on Embracing Generative AI, Capgemini Report Shows
Telecommunication operators seem to have mixed feelings about incorporating generative AI into their operations, with not all of them fully on board with the nascent technology just yet, according to a recent report by Capgemini. The IT and consulting services firm conducted a survey to gauge the opinions of telcos and other businesses regarding the use of generative AI and discovered that although 69% believe the benefits outweigh the risks, not everyone is convinced.
While this figure falls slightly below the overall survey average of 74%, it still demonstrates a predominantly positive sentiment regarding generative AI. The survey found that high-tech firms are particularly interested in leveraging generative AI, with 84% of them considering it a risk worth taking. This comes as no surprise, as these are the companies at the forefront of AI development.
Capgemini delved further into the potential applications of generative AI for telcos and found that the majority of respondents (83%) envision its use in customer service automation and improving knowledge management. Around 75% see generative AI as a tool for data designing, collection, and summarization, while 78% believe it can enhance product design. Moreover, 71% expect generative AI to elevate the customer experience by making it more interactive and engaging.
Interestingly, the perceived risks associated with generative AI are different from what one may expect. While job loss and the hypothetical demise of humanity often dominate conversations about AI, the identified risks from the survey focus on more tangible concerns. These include the spread of misinformation, reinforcing prejudice, and the potential for companies leveraging generative AI to leave a larger carbon footprint.
To alleviate the potential negative impacts of generative AI, Franck Greverie, Chief Portfolio Officer and Group Executive Board Member at Capgemini, emphasizes the need for businesses to adopt a human-centric approach to this technology. He emphasizes the importance of sustainable implementation across organizations as they continue to embrace generative AI.
In conclusion, the telecom industry’s stance on generative AI remains somewhat divided. While the majority of telcos recognize the potential benefits outweigh the risks, there are still reservations among some industry players. High-tech companies, on the other hand, are more enthusiastic about embracing generative AI. Regardless, the survey reveals that telcos primarily view generative AI as a means to automate customer service, improve knowledge management, enhance data practices, revolutionize product design, and create more interactive customer experiences. As the industry navigates these advancements, it is crucial for businesses to approach generative AI with a human-centered mindset to ensure sustainable integration.
