Automation in Telecom: Benefits, Use Cases, and Implementation

Updated on Dec 18th, 2023

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Automation in the telecom sector has completely revolutionized the way people connect around the globe. Consumers of these businesses rely heavily on them for their daily communications related to work or personal uses. Telecom businesses have to deal with a huge load of data, operational issues, and more to keep their business up.

Sometimes, managing all these processes takes all the creative space of these businesses, which results in a lower customer satisfaction rate. That’s where automation in the telecom industry comes into the picture. One such technology is RPA which is short for Robotic Process Automation. RPA’s adaptive nature allows it to adapt to changing tasks in the telecom industry, providing either complete or partial automation.

This means that administrative center processes can be fully automated, and tasks such as thinking and human communication can be somewhat automated.

In this blog, we will learn about the benefits, use cases, and challenges of automation in the telecom sector.

  • The global RPA market is expected to reach a valuation of 7,000 million dollars by 2024.   
  • Telecoms should consider expanding through M&A and strategic alliances, developing innovative business models, and pursuing inorganic expansion opportunities. 
  • RPA arrangement can help you reduce difficult job costs by automating low-value activities. 
  • Bots do not require different pay rates or benefits, and they work 24 hours a day, seven days a week. 
  • Using RPA technology, telecom providers can automate repetitive tasks such as episode, event, and diagnostics across the board, allowing organization specialists to focus on more complex procedures. 

Let’s get started.

About Robotic Process Automation

Robotic Process Automation enables the automation of commercial or industrial processes through pre-programmed AI-based programming robots that imitate links between people and computers in various settings. These robots, often known as ‘bots,’ can help organizations with high-volume, rule-based, and time-consuming chores, allowing employees to focus more on core company activities. RPA enables telecom companies to achieve outstanding results and meet their business objectives. These include adaptability, deftness, authoritative development, functional cycles, work on information and data transmission, strengthening information security, providing acceptable and speedy client advantages, and reducing expenses.

RPA implementation enhances employee proficiency and efficiency, lowers investment costs, improves the client experience, and improves data quality, all of which lead to increased revenue for the company. The significant variation of RPA has increased its share of the overall industry, and the global RPA market is expected to reach a valuation of 7,000 million dollars by 2024.

RPA is widely used in the telecom industry, and it has become a new standard for telecoms companies to execute and accomplish their functional and overall business goals. By using RPA to automate the intricacy of legacy systems, telecom companies can focus on better managing functional projects and generating sustainable revenue streams by providing timely, high-quality, and cost-effective services.

How Does RPA Works?

Robotic Process Automation (RPA) integrates with your existing applications to complete well-organized operations. RPA completes the task in the same way as humans do. Besides that, it is possible to automate a wide range of tasks, such as receipt handling, report generation, and representative onboarding, quickly, without errors, and completely. The organization can use RPA to send virtual specialists who imitate human laborers to complete mundane tasks. If an interaction needs to be changed, changing the programming code is usually faster and less expensive than holding multiple representatives for the duplicate tasks to be completed.

RPA is the result of a few remarkable breakthroughs. One was a set of automated challenging gadgets that pretended to be people doing work in order to guarantee that structures functioned properly. Another was the enterprise data management universe, in which businesses planned to remove data from moving toward structures, both sorted and unfiltered, and to transmit it electronically. Those devices, like RPA, excelled in rapidly and continuously extracting data from one system and moving it into another structure.

Key Challenges Faced by Telecom Industry

When a new technology or process is introduced in any system or any organization, it’s more than natural to face certain challenges. As per a report by Gartner, almost 78 percent of telecom industries have adopted RPA. Implementing RPA can be a tough task for various businesses, which can result in lower efficiency. Here are some of the key challenges telecom businesses face that can be solved by automation.


Ineffective Digitization Strategy

Advanced business models and administrations remain at the top of the priority list for telecommunication sector innovators. However, generating development from these administrations is a growing concern that has so far gone unaddressed. The majority of the early players are focused on adjacent business sectors such as monetary administrations, limiting their scope and delivering dubious results.

Telecommunications companies should broaden their target market as 5G and IoT become more reliable in the near future. To combat this threat, telecoms should consider expanding through M&A and strategic alliances, developing innovative business models, and pursuing inorganic expansion opportunities.

Operational Issues

The operational cycles will certainly become more confusing as the number of endorsers grows, new administrations emerge, and communication arrangements are altered and bundled. To address this complexity, procedures such as initial setup, client care, ticket objective, contentment, and payment must be updated. This results in higher operational costs due to more modern frameworks and necessitates more resources and proper planning.

Security Issues

The increase in the volume and complexity of digitalization is accompanied by an increase in security risks. Telecommunications companies keep vast amounts of sensitive data on large corporations. Telecom companies should use strong security measures to prevent malware attacks, DDoS attacks, and other types of cyberattacks.


Pandemic Challenges

Telecommunications companies are not immune to the disruptions and changes brought on by COVID-19. The telecom industry, on the other hand, is viewed as a critical aid by the majority of purviews. Requests to stay at home, lockdowns, and social exclusion are driving an increasing number of people to use the internet. COVID-19, on the whole, will pique the interest of telecommunications agencies. Costs should be considered by intelligent and tough telecom suppliers who are willing to enhance and match interest.

Decentralized Infrastructure

The traditional technology frameworks of the telecom industry are frequently brought together and operated through single connection points. In any event, the frameworks must be decentralized with the introduction of newer efficient procedures and execution of distributed computing. As a result, telecoms should consider decentralizing both their external and internal frameworks for autonomous direction and purchasing in order to achieve successful advanced change.

Overgrowing Competition

The rise of mobile messaging apps has put the telecommunications industry to the ultimate test. According to research, about 2.5 billion people worldwide are now using message applications on their wireless phones, diverting traffic away from telecom companies.

Read More: AI in Telecommunications: Implementation, Opportunities, and Challenges

Benefits of RPA in the Telecom Industry

RPA has simplified the work process all over the industries. Telecom businesses are leveraging the technology to enhance operational efficiencies, cost control, customer satisfaction rates, and more. Have a look at some of the benefits of RPA in the telecom industry.


Enhanced Efficiency

In telecommunication sector jobs, PCs are vastly superior. If you’re in the telecoms industry, and RPA arrangement can help you reduce difficult job costs by automating low-value activities. For example, an IVR framework (intuitive voice reaction) is a modernized telephone menu that can handle customer service difficulties rather than expecting customers to speak with a live agent who would most likely be unable to assist them since their problem requires information beyond their knowledge.

Increased Employee Retention

By computerizing specific work processes, you can eliminate tedious tasks that representatives find laborious and demotivating. This allows them to work at a higher level and create work that is truly appealing. In general, it was discovered that about 33% of respondents claimed they would look for new employment if their jobs were automated out.

Ensure that your company does not suffer from high employee turnover by implementing retail automation solutions to simplify worker tasks and make work more enjoyable. As a result, your employees will be occupied with their jobs and enthusiastic about your company’s main purpose.

Enhanced Security

Information security and protection are crucial elements for telecommunications companies. The core of its telcos center tasks is the delicate client information structure. Organizations collect information containing personally identifiable information (PII) and must create ways to ensure that it is consistent.

To fulfill the General Data Protection Regulation better, RPA and keen catch arrangements can auto-characterize a report, concentrate information, and apply a recording strategy (GDPR). RPA will make it easier to manage large amounts of data from diverse systems by employing collaborations with UIs that simulate human-mouse clicks and keystrokes.

Competitive Edge

Because of the introduction of various challenging technologies, changing customer demands, and increasing competition, the market scenario in the telecommunications sector is anything but stable. In such a situation, telecom executives should be on the lookout for new serious positioning strategies that will help them stay ahead of the competition.

Telecommunication representatives are better positioned to focus on high-value errands that contribute to effective conveyances with less boring, tiresome assignments to deal with. RPA may screen and break down at the person, classification, and brand level to provide extra benefit to the serious viewpoint, from exact relative value evaluation to competitor experiences.

Back Office Support

Telecom businesses have to handle a ton of processes in the back office, from invoicing and information transmission to arrange to handle. If your business considers the volume of upcoming change requests for phone numbers, addresses, and other customer ace information, you can see the urgency. This difficult-to-predict obligation leads to extended hold-up lines, unaddressed client questions, and unending excess.

Organizing automated self-administration is generally difficult due to the frameworks’ lack of proper connection points. Because product robots can digitalize address changes, organization assignment, receipt processing, request or protest recording, and other standardized procedures quickly and effectively on any program interface, this is a perfect opportunity for RPA.

Read More: What is Robotic Process Automation And How Can You Get Started With It?

Reduced Cost

There are a few reasons behind RPA’s promising cost-cutting capabilities. Bots do not require different pay rates or benefits, and they work 24 hours a day, seven days a week. Bots should be assigned to normalized errands with a high throughput, which will help RPA achieve even more positive results. RPA also has a low cost per segment and may be completed quickly. Following that, cost investment funds and a positive ROI are often achieved shortly after the execution.

Use Cases of RPA in the Telecom Industry

As mentioned earlier, the majority of telecom businesses have adopted RPA, and it has been a great journey for them in terms of operational efficiency. Here are some of the use cases of RPA in the Telecom industry.


Enhanced Resolution Rate

Most telecom companies rely on third-party partners such as independent consultants to offer their services. RPA-controlled robots are fully prepared to respond to simple requests, decode messages, and route complex inquiries to people, resulting in a substantially faster and smoother overall inquiry goal process.

Additionally, RPA in telecom supports client assistance by promptly diverting call sharing to human workers who can immediately serve the client. This ensures improved job performance, more perks, and increased customer loyalty.

Efficient Data Management

Telecom businesses rely on large amounts of data stored in several record formats. RPA bots can help sort out this data and organize it into a logical and consistent structure. RPA, when combined with advances such as artificial reasoning, can enable telecom companies to conduct more precise foresight investigations based on organized datasets.

Effective Customer Support

As the subscriber base evolves, it becomes increasingly important that each request is handled within a set time frame. RPA automates this basic cycle and, because it is available 24 hours a day, sends data to workers rapidly based on the type of request made by the client.

Effective Invoicing

RPA technology can also be used in the telecom industry to digitize invoicing and messaging, which greatly aids representatives in reserving their valuable time to focus on work that generates greater value and cash. There are a variety of other use cases that can demonstrate the value of RPA, like network the board, client onboarding/offboarding, partner query responses, obligation assortment, and so on.

Simplified Network Management

With the rise in rush-hour gridlock and the complexity of relayed networks, telecom network management has become more difficult for specialist co-ops, as it requires them to explore complex applications, rekey information physically, and recover massive amounts of client-related data in order to improve the organization’s productivity.

Using RPA technology, telecom providers can automate repetitive tasks such as episode, event, and diagnostics across the board, allowing organization specialists to focus on more complex procedures.


Because a large amount of data is obtained and stored, RPA encourages and provides the organization of examining and providing a striking understanding of what should be possible next. Aside from the above three Robotic Process Automation use cases, there are a few others, such as client onboarding, purchase request handling, and so on.


Ready to Start Your Telecom Automation Journey with Matellio?

Automation in the Telecom industry has transformed communications for companies. Matellio can help you with result-oriented automation using RPA in your telecom business. Our expert developers have a deep understanding of RPA along with next-gen technologies.

We have been delivering digital solutions to industries for more than a decade. Our turnaround time is the shortest as per comparison to other RPA automation companies. Our high client retention rate describes our quality of services. If you are looking for a reliable telecom software development company, Matellio is where your search ends. Get over a consultation call with our experts to discuss more.

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