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Supercharging customer experience through AI and automation

Ericsson report: AI-powered operations at the heart of customer experience

Key findings include:

  • 90 percent state that AI is important in boosting customer experience
  • 8 in 10 service providers expect an increase in cost and added complexity as a result of adding new technology
  • 92 percent of service providers have refined the use of network insights to drive performance during the last year
  • 9 out of 10 place customer experience and growing revenues high of the agenda
  • 7 in 10 service providers think technological transformation is a key challenge