Payoda Technologies Gearing to Transform the Telecommunications Sector Using AI

The telecommunications industry is one of the sectors considered to be disrupted by artificial intelligence and machine learning. From lightweight models deployed at the edge, to AI-powered spam filters, to preventing fraud through the use of machine learning algorithms, new technologies can be effectively utilized in the telecommunications space.

One of the companies making strides in bringing AI and ML to the edge is Payoda Technologies. Founded in 2005, the company is now in a growth phase and plans to double its headcount by 2025 as it looks to take on India’s booming telecom market. Analytics India Magazine reached out to Karunya Sampath, Co-Founder and CEO of Payoda Technologies, to learn more about how the company is delivering these unique solutions to its clients.

Innovative Use Cases of Artificial Intelligence in Telecommunications

The telecommunications industry has vast amounts of data that can be used to identify patterns. “By understanding high-level patterns in the data, network anomalies can be detected and predicted. Take swift action to resolve issues before customers are impacted,” Sampath said.

The telecommunications industry is one of the most important areas for the application of artificial intelligence and machine learning, and Piyota is able to provide unique solutions according to the use cases of customers. They developed a digital assistant for a telecommunications company that enables personalized and guideline-based responses across multiple conversational channels. “With a comprehensive AI-driven, personality-based voice solution, conversations are conducted in natural language, but the synthesized speech is easy to understand,” Sampath noted.

Payoda also provides smart call center services to telecom companies, using smart routing and analytics to provide better market insights for new products. Regarding virtual assistants, Sampath said, “Virtual assistants with embedded storage bring indirect business benefits, such as an omnichannel customer experience that improves customer response times and improves brand consistency.”

Paiyoda AI Solution

Payoda has developed a technology suite for AI-enabled call centers to resolve issues quickly and communicate with customers over time. First, the suite logs all calls to aid in future reference. It also has a main dashboard that can be used for data analysis. The secret to AI is the built-in real-time sentiment analysis that captures customer sentiment in real time.

In addition, there are “seat coaches” to help customer service agents improve customer service levels, provide real-time advice, and help solve customer problems faster. For some newer products, AI can also gain market insights that allow agents to easily upsell or cross-sell to end users. All these services are also easily extensible and can provide more functionality.

Talking about personalization AI solutions, Sampath said, “Hyperpersonalization for workforce optimization through voice analytics and enterprise dashboards helps retain business through intelligent customer engagement and acts as a channel to drive new business.”

Artificial Intelligence in Fraud Management Systems

The data collected by Payoda’s AI solution was then monitored, analyzed and correlated hourly over the course of a month to form a consolidated data set. The data is then provided to management so they can track possible fraudulent activity and figure out their fraudulent cycles. This helps brands maintain their brand identity while providing customers with a safer experience. Regarding the problem of training AI, Sampath said: “The typical anomaly detection challenge can be explained as a data imbalance problem. Depending on the situation, oversampling or undersampling is the perfect solution.”

Other areas where AI can be applied in telecommunications

Regarding the scope of AI services in the telecom industry, Sampath noted: “The telecom market itself is huge and has huge potential to deploy AI-based solutions. Payoda sees huge potential for network optimization through planning, predictive network maintenance and network upgrades.” Chance.”

Network monitoring and related analysis tasks are critical to getting the most out of these services. This will create second and third order effects that will taper off, providing the company with overall efficiency gains.

Payoda also aims to address the field of customer engagement, bringing AI into every aspect of the telecom industry. Using AI as a customer agent has proven to bring enormous value to the telecommunications industry. Regarding the AI ​​conversational agent, Sampath said, “Today, efficient customer service operations are possible thanks to AI acting as a customer agent and AI-driven customer communication. The result is accurate product recommendations and fully automated call centers.”

Payoda’s solutions also help with application governance, brand unification, and AI-driven operations such as noise reduction, anomaly detection, and correlation.

How artificial intelligence is changing the telecommunications landscape

After using smart technology, the company has already brought significant benefits to customers. From reducing the workload of traditional account managers, to reducing the time wasted collecting data, to increasing customer resolution rates, intelligent technology can provide organizations with tremendous optimization.

Advances in conversational AI, automation, and AI-driven digital agents have seen widespread adoption in the telecommunications industry. Commenting on these innovations, Sampath said: “This AI-driven customer communication provides accurate product recommendations and reaches customers through multiple channels such as mobile, chat and SMS. The potential of AI is limitless and we Just have to dig it.”

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