How AI-Powered Chatbots Empowering the Telecom Industry to Deliver Exceptional Customer Experiences

Ing. Shafeer Puthiyaveetil Abdulkareem

Diplomová práce

Abstract:

Abstract The telecommunications industry is very competitive, and keeping customers happy is important for success. Artificial intelligence (AI) --powered chatbots are changing the way customers interact with companies by providing personalized, 24/7 support. This thesis examines how chatbots can improve customer satisfaction in the telecom industry and their benefits and challenges. The thesis looks at how chatbots can help customers with their inquiries, resolve issues, and offer proactive assistance. It explores how chatbots can be used for self-service support, proactive customer engagement, and seamless integration with existing customer relationship management (CRM) systems. The thesis evaluates how chatbots can improve customer satisfaction, operational efficiency, and overall business performance. It examines how chatbots can improve customer engagement, reduce churn rates, and lower operational costs. Additionally, the thesis identifies and addresses the challenges and limitations of chatbots in the telecom industry, such as accuracy, natural language processing, and system integration. Different research methods are used to gain a better understanding of the impact of chatbots, including literature reviews, case studies, surveys, and interviews with industry experts. The thesis ends with recommendations for telecom providers on how to implement chatbots effectively to improve customer satisfaction and gain a competitive edge. It provides a roadmap for successful chatbot implementation, contributing to the ongoing discussion on the role of AI in customer service and the future of the telecom industry

Keywords

Telecommunication, Ai Chatbots, Customer Experience

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 7. 5. 2025

Obhajoba závěrečné práce

• Obhajoba proběhla 9. 6. 2025
• Vedoucí: doc. Ing. Martin Klepek, Ph.D.
• Oponent: doc. RNDr. Ing. Roman Šperka, Ph.D.

Slezská univerzita v Opavě

Obchodně podnikatelská fakulta v Karviné

Magisterský studijní program / obor:
Economics and Management / Economics and Management