Customer care: for telcos, AI is only valuable if governed

▤ Summary

This article argues that AI in customer care creates value only when telecom companies govern it properly. It says many firms have started AI projects, but very few have integrated them across operations, data, and customer service. The main challenge is not the technology itself, but breaking silos and building shared governance, unified KPIs, and a single source of truth. In telecom, AI can help operators handle repetitive tasks, combine data from multiple systems, and deliver faster and more personalized service. The piece frames AI operation centers and cross-functional governance as the next step in customer experience maturity.

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