American Made Advocacy: A Growing Presence in Washington in Turbulent Times
It’s Only Common Sense: How to Win Back Lost Customers
Punching Out: M&A North American PCB and EMS Deals for the First Half of 2025
By 2022 Telco Masters Can Save $1.2 Billion from Telcobots
November 24, 2017 | ABI ResearchEstimated reading time: 1 minute
New wave telco virtual assistants, or “Telcobots”, are emerging as telcos increasingly start to adopt artificial intelligence to improve their customer services. While telcos are currently prioritizing these virtual assistants primarily to improve customer engagements and consequently reduce churn rates, they are also positioning themselves to compete directly with the Siris, Cortanas and Alexas of the Webscale giants. ABI Research forecasts that the virtual assistants will enable telcos to save $1.2 billion on customer care management by 2022 with a CAGR of 17% over the next five years.
This is particularly impressive given that telcos were not the early adopters of virtual assistants. “The recent introduction of virtual assistants in customer service signifies the level of urgency within telcos to start emphasizing the importance of customer relationships and customer care management, something they have been taking for granted for decades," says Sarju Vasavada, Industry Analyst at ABI Research. “Case in point, Vodafone released TOBi, a virtual assistant to address their customer service woes after being fined £4.6 million by U.K. regulators Ofcom for falsely charging more than 10k pay-as-you-go customers for top-up credit. They also had a record-breaking number of customer complaints until TOBi stepped in.”
Telcobots now assist customers with a variety of issues ranging from basic account inquiries to SIM purchases, service troubleshooting, and technical settings. Several telcos are leveraging AI and NLP heavyweights, including IBM Watson, Nuance, LivePerson, and IPsoft or are building technology in-house. For example, Telefónica is developing their digital chatbot, Aura for 2018, and DT’s Tinka is already averaging 50k customers in Austria every month. However, the most important point is that telcos are realizing the advantages and benefits of adding virtual assistants to their arsenal for customer service delivery and are aggressive in introducing them throughout their footprint.
ABI Research forecasts that AI investments by telcos will reach US$14 billion by 2022 with a CAGR of 22.4%. The fruits of early AI investments by TIER I telcos are beginning to grow with Orange and SK Telecom, both announcing the release of their multi-talented chatbots, Djingo and Nugu, respectively in early 2018. “Telcos are slowly but steadily getting ready for prime time. We are bullish on telcos making this “Next - Gen” leap within next five years,” concludes Vasavada.
Share on:
Testimonial
"The I-Connect007 team is outstanding—kind, responsive, and a true marketing partner. Their design team created fresh, eye-catching ads, and their editorial support polished our content to let our brand shine. Thank you all! "
Sweeney Ng - CEE PCBSuggested Items
Insulectro Facilitates Fabricator Access to EMC Mass Lam Capabilities
07/30/2025 | InsulectroInsulectro, the largest distributor of materials used in the manufacturing of printed circuit boards and printed electronics, announces a new service - a system to help our customers to access EMC's well established mass lam offerings. Long a leader in mass lam manufacturing, EMC is the exclusive supplier in Insulectro's laminate and pre preg portfolio.
PARMI USA Expands Mexico Presence with the Addition of Omar Lopez as Sales Manager for Northern Region
07/29/2025 | PARMI USAPARMI USA, INC., a leader in advanced 3D inspection systems, is pleased to announce the hiring of Omar Lopez as Sales Manager for Northern Mexico.
Standard of Excellence: Training Your Team to Excel in Customer Service
07/30/2025 | Anaya Vardya -- Column: Standard of ExcellencePeople often consider technical capability and delivery speed as the gold standards in manufacturing, but customer service is a powerful differentiator. Advanced technologies and rigorous certifications may open doors, but the way a company treats its customers determines whether those doors stay open. It’s essential to train teams to deliver exceptional customer service, from top-level leadership to every point of customer interaction.
It’s Only Common Sense: How to Win Back Lost Customers
07/28/2025 | Dan Beaulieu -- Column: It's Only Common SenseLosing customers is inevitable. However, while it’s tempting to focus solely on acquiring new customers, it’s significantly valuable to regain lost customers. I call it bringing home the orphans, and it requires understanding their needs, addressing their concerns, and reestablishing trust.
From Factory Floor to ‘The Component Store’
07/25/2025 | Marcy LaRont, I-Connect007Daniel Beauvois began his career in PCB manufacturing 15 years ago with zero industry experience—just a willingness to learn. Daniel immersed himself in every step of circuit board production, from hanging out on the factory floor to giving plant tours. Now, as founder of The Component Store, he’s an independent sales rep known for integrity, persistence, and deep technical knowledge. In this interview, Daniel reflects on his journey, the realities of being an outside rep, and what it takes to earn—and keep—a customer’s trust in an ever-evolving electronics industry.