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Implementation of Artificial Intelligence-Based Customer Relationship Management for Telecommunication Companies
Wahyu Sardjono, Johan Johan, Achmad Cholidin

Last modified: 2022-06-07


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 organization has using 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.



Industrial Revolution 4.0, Customer Relationship Management, Artificial Intelligence, Telecommunication.

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