Netcracker is integrating ChatGPT into its GenAI Telco Solution to unlock valuable use cases for telecom operators.
By integrating Open AI’s ChatGPT through the Azure OpenAI Service, Netcracker further strengthens its relationship with Microsoft.
The solution itself was launched on Monday to improve business processes within the telecom industry using generative AI technology.
Bob Titus, CTO at Netcracker spoke about the new integration: “Higher productivity and exceptional customer care are the goals of CSPs worldwide and achieving these while maintaining a good experience and cost efficiencies has been elusive.
“Through our ongoing collaboration with Microsoft, our GenAI Telco Solution will give our customers a way to boost the quality of services they are able to offer while reining in operational costs and improving retention, giving them a win-win scenario in today’s hyper-competitive landscape.”
ChatGPT enriches Netcracker’s solution by leveraging telecom data and knowledge, while Netcracker enhances ChatGPT through its use of real-time telecom data, context, and knowledge from operators’ BSS/OSS and data analytics platforms.
GenAI models are usually blind to industry specifics, according to Netcracker, but its solution can bridge this knowledge gap to produce accurate, relevant, and secure interactions.
Netcracker teaches GenAI models to understand the telecom business by rationalising interaction through intent recognition, search, retrieval, reasoning, and fine-tuning capabilities.
As a result, Netcracker’s GenAI Telco Solution offers greater customer experiences across all areas of the telecom business.
The solution also gives CSPs (Communications Service Providers) a collection of market-ready solutions that can improve call centre efficiency, bolster business and employees’ operational productivity, and speed-up sales conversations and recommendations for new offerings.
CSPs can use both public and private models, which allows the solution to fit into their unique business requirements.
Netcracker’s solution also includes the GenAI Trust Gateway, which offers telco-grade security and privacy by keeping customer data separate from GenAI models and creating strict data access control.
In August, OpenAI launched ChatGPT Enterprise which features business-grade security and privacy, unlimited higher-speed GPT-4 access, longer context windows for processing longer inputs, and advanced data analysis capabilities.
Shawn Hakl, Vice President Azure for Operators at Microsoft commented on the technology partnership:
“With generative AI like OpenAI’s ChatGPT taking the world by storm and making inroads across industries, we are excited to bring this power to CSPs to deliver high-quality customer experiences.
“We are thrilled that Netcracker has chosen Microsoft Azure OpenAI Service as the foundation of its solution to bring lower costs, higher quality of care and personalized interactions to their customers.”
Generative AI in Telecoms
GenerativeAI is a revolutionary new technology that can perform tasks that could previously only be performed by humans.
From crafting novel content to engaging in human-like interactions, GenAI has huge potential to boost productivity, operational efficiency, and customer experiences within the telco industry.
To truly extract the value from GenAI, models need to harness proprietary telco data, but this cannot currently be done through fine-tuning.
Netcracker’s solution stands between GenAI models, large language models, other foundational models, and GenAI users like customers, partners, telco employees, systems, and BSS/OSS databases.
Recent research by Deloitte in July this year has revealed that generative AI is being rapidly adopted with 26 percent of the UK aged between 16 and 75 having already used generative AI.
