AI usage in the telecoms market on the rise: new research from Cavell

LONDON (12 February 2024) – AI adoption is growing in the telecoms space, with over half (58%) of telecom buyers across the UK, US and Europe planning to build AI capabilities into their products, according to new research released today by Cavell.

An annual survey since its inception in 2019, the Telecoms Buyer Report polls business owners, C-Level executives and senior managers responsible for purchasing telecoms services at companies of all sizes across the UK, US and Central Europe.

The 2023 report also reveals that 70% of companies have or are planning to adopt a policy on AI usage, while 44% of respondents reported that their company has already adopted a solution that uses AI or is described as ‘AI-enabled’.

Interestingly, the C-suite is playing a greater role in deciding on telecoms services, with a third (33%) of companies saying that their CEO/President has input into the process. Meanwhile, one in five (20%) respondents said they are now consulting their entire employee base on telecoms decisions.

In terms of use cases for AI within telecoms, the US appears to be focused more on improving data analysis and management (26%), whereas the same number in the UK said they were more concerned with reduction in human error.

Finbarr Begley, Senior Analyst at Cavell, commented: “AI in communications is not a future technology anymore, it is here. Its impact is already being seen and it is finding its way into every sort of solution imaginable. This is also driving rapid expansion and refinement of AI policies as suppliers are asked to clarify their own usage of AI and guarantee that no misuse is occurring anywhere in the supply chain.”

Concerns around AI of course still exist, with the primary concern being future adoption will lead to the accidental breaking of customer privacy and protection regulations (28%), while in the UK specifically there is also concern that employees may misuse AI (26%).


About Cavell

Cavell is a leading research and consulting firm specialising in the telecommunications industry with a particular focus on business communications technologies including UCaaS, collaboration, contact centre and customer engagement software, business messaging, and Microsoft Teams.

Cavell provides insights, analysis, and advisory services to help their clients navigate and succeed in these rapidly evolving sectors.

Cavell’s team combines years of accumulated telecoms industry experience with enterprise and SMB surveys and proven market intelligence to provide a suite of services including market research, commercial and technical due diligence, strategy advisory services and leading industry events. 

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