This graphic summarizes an analysis of the press releases and other publicly available discussions from CSPs in the US, Canada and Latin America. 74 separate initiatives were collected and categorized – as part of research for TM Forum.
The interest generated by new Gen AI models is evident, with a third of the announcements centred around the contact centre and digital channels, which offer a variety of opportunities for LLM use. Another very new category of human-machine-related use cases is labelled “employee” support, and there are also AI use cases for the field services teams.
The next category (in blue) includes all network-related use cases, and then those use cases related to revenue generation, either for marketing or AI used in creating customer products and services, are shown in green. The last category, in grey, includes the use of AI to support IT systems, AI model development, and data management requirements.
