Implementation of Artificial Intelligence-Based Customer Relationship Management for Telecommunication Companies

¹ Information Systems, Management Department, BINUS Graduate Program – Master of Information Systems Management, Bina Nusantara University, Jakarta, Indonesia 11480
² Law Study Program, Faculty of Law, University of Muhammadiyah Jakarta, Indonesia
³ School of Information Systems, Bina Nusantara University, Jakarta, Indonesia 11480

^* Corresponding author: wahyu.s@binus.ac.id

Abstract

As the industrial players began starting to face the reality of the fourth industrial revolution, telecommunication industry is one of those significant business sectors required to adapt and remain to survive in such challenging situations, especially by the threats of their competitors. Artificial Intelligence (AI) plays an essential role in today’s telecommunication industry. It can make predictions about decisions, examine big data points to offer solutions, and interact with customers in real-time. Many telco firms and organizations use Customer Relationship Management (CRM) to achieve effectiveness in a company’s productivity and efficiency in the operational activities. This assessment revealed that an AI-driven CRM system could give a better solution for the telecommunication industry to manage relationships with externals, boost marketing and sales programs, prospect consumer data information, and record operational cases, all in one centralized location.