By Jennifer Andreoli-Fang, PhD, Amazon Web Services; Nameet Dutia, Amazon Web Services
The communication service provider (CSP) industry faces a myriad of challenges in today's rapidly evolving competitive, technological, and consumer landscape. With rising costs, reduced pricing elasticity, the rise of streaming services and the increasing demand for personalized content, CSPs must adapt to stay relevant and competitive. One key way to address these challenges is through the integration of artificial intelligence (AI) and Generative AI (GenAI) into CSP products and solutions. Purpose built AI systems have helped CSPs with content recommendation, predicting customer churn, summarizing call transcripts, detecting fraud, proactive network maintenance and several other areas. GenAI can further harden the capabilities and offer solutions to myriad business domains such improving customer experience, support business operations in sales, support and services, improving employee productivity, enhancing network observability, network maintenance and management, and producing creative content.
By leveraging these technologies, CSPs can improve service quality, boost customer satisfaction, reduce costs, and increase revenue.
How should the cable industry leverage GenAI technology to build products that will lead to a more efficient, profitable, and customer-centric service ecosystem? What should a VP of AI/ML Products and Engineering need to know about building a GenAI product? What about an AI/ML engineer on their team? In this paper, we take a comprehensive approach to explore industry use cases, technologies and architectural patterns, performance benchmarking, security, responsible AI considerations, and the economics of using GenAI. By the end of this paper, the reader should become confident to start leading a GenAI project from conception to production.