Telecommunications is a broad term that often gets misrepresented. When most people think of telecom, they think of landlines and radio, but telecommunications encompasses every form of communication that spans significant distances using electronic means.
Let me take you back. WAY back. Back to when people started using the telegraph.— arguably the first real invention that sparked the advent of the telecommunication industry — it relied on a new language that not everyone understood. People had to be specially trained in how to use it, and yet, that single invention sparked a technological revolution to make the world smaller.
Over a century later, we're seeing a similar impact: the advent of generative artificial intelligence (AI) is challenging people to reinvent how they communicate. With a rapidly evolving digital landscape and technology, every new advancement seems to put more people on edge. Some organizations are redesigning entire products to adjust, others are leveraging a portion of AI's capabilities and some are hoping it's a fading trend.
I want to empower leaders by reminding them that incorporating more technology (including AI) doesn't mean minimizing the value of human connection and interactions. The two can work together and create a better outcome. Instead, the integration of generative AI can make these interactions even more powerful, leading to more precise alignment, improved performance, and better relationships between team members.
Balancing technology and human interaction
The more technology advances, the more it reshapes the way we connect and communicate with one another. Still we can’t ignore the importance of personal connections, which simply means we need to be intentional about how we leverage emerging technologies like generative AI.
AI is advancing rapidly, enabling the analysis of vast amounts of data and preemptively flagging potential issues. However, it remains our responsibility to embrace a human-centric approach, carefully evaluating AI's suggestions, and determining if they are comprehensive enough for implementation.
Another way the industry uses AI is through chatbots. By now, all of us have likely visited websites with a chatbot in the bottom right corner, some of which are fully AI and others are eventually have a human behind the keyboard..
Chatbots streamline customer support by answering common customer questions quickly which allows customer service reps to dedicate more time to customers who require more than just a redirect to a company’s FAQ page. People are still at the core of AI programming, and their expertise enables a positive customer experience or seamless workflow.
When you strike the right balance between people and technology, you’ll see really powerful benefits. Customers will continue to get personalized attention and support, which makes them feel valued and taken care of that human touch fosters trust, loyalty, and customer satisfaction. At the end of that path, you’ll see business growth and profitability.
You’ll have the same opportunity when it comes to collaboration among your own employees. Thoughtfully integrating technology will help automate mundane tasks, allowing employees to focus on higher-value tasks, the projects require critical thinking, creativity, and problem-solving skills that go beyond what AI can offer. When people are freed up from the mundane at work, it unlocks their potential for innovation.
Enhancing manager/employee interactions with AI customization
As soon as ChatGPT started to capture attention in late 2022, there was backlash from employees. Their concern? That AI will eventually eliminate the need for their position, leaving them unemployed and replaced by a robot. As we continue to move further into AI and its impact across all industries, it's more important than ever to be transparent with employees. Set expectations. Discuss the implications of AI. Identify how it can be used positively. Provide training so your talent can proactively leverage the capabilities. Make them the driver of AI, not the cart being pulled along.
Here’s a way we’re leveraging AI: Did you know generative artificial intelligence can be used to encourage better communication between managers and employees? Motivosity’s new AI enhanced performance review feature harnesses the power of generative AI to improve manager to employee interactions, and in turn employee experience. The addition of AI now allows for a more customized performance review agenda before and after, which provides managers and employees with actionable insights on how to improve performance.
The benefits of AI customization extend beyond day-to-day interactions, such as enabling managers to identify talent gaps and skill development opportunities within their teams more effectively. Leveraging AI insights allows managers to design targeted training programs, mentorship initiatives, and career progression plans tailored to individual employee needs. This proactive approach to talent management improves employee retention and fosters a culture of continuous learning and professional growth.
The future of implementing AI to enhance human performance
Wouldn’t it be amazing to work towards a future where AI becomes our trusted ally, working alongside us to amplify our capabilities, rather than replacing us? With ongoing advancements in the realms of natural language processing, machine learning, and data analytics, AI will empower telecom operators and their employees to accomplish tasks more efficiently and effectively.
Simply using AI to automate mundane, repetitive tasks has proven incredibly helpful, like using calculators to complete mathematical problems that would take hours. Removing these time-consuming tasks off employees’ plates lets them focus on more strategic and value-added tasks that improve their bottom line. Employees can also redirect their energy and expertise into innovation, customer engagement, and business growth.
Furthermore, AI has the potential to revolutionize decision-making processes since its algorithms can generate actionable insights by analyzing vast amounts of data in real-time, enabling telecom operators to make informed and data-driven decisions. This empowers employees at all levels to have access to accurate and timely information, allowing them to respond swiftly to market changes, customer demands, and emerging trends.
However, as we continue to venture into AI, it's important to maintain transparency and ensure the ethical use of AI systems. Human oversight and guidance will be crucial in defining the boundaries and ethical framework within which AI operates.
AI is not going anywhere; it's here to stay and should be used as a tool — not a replacement for human interaction. AI should enhance human performance, drive operational efficiency, and deliver an exceptional customer experience. Embracing the power of AI in the telecom industry is not just a choice, but a transformative leap toward a future where innovation, efficiency, and human potential converge for remarkable success.
