According to the chairman and managing director (CMD), Bharat Sanchar Nigam Limited (BSNL), the telco is deploying artificial intelligence (AI) across various use cases and is developing in-house small language models (SLMs) to ensure regulatory compliance.
The use of SLMs that are fine-tuned with domain specific knowledge and data can address several requirements in the telecom sector. These include network anomaly detection, customer support chatbots, revenue assurance analytics and optimisation of order management processes.
BSNL had earlier stated that it is using AI for automated call centre services, including the deployment of its chatbot Vaani to handle customer grievances. The company has also upgraded its self-care application to make support services faster and more intuitive.
The CMD further added that BSNL is planning to introduce a self-healing network. He also said that the company has launched a recharge expert service for subscribers, which can automatically analyse user behaviour on its website and recommend suitable tariff plans.
