Summary:
The Chairman and Managing Director of Bharat Sanchar Nigam Limited said the company is expanding the use of artificial intelligence across its operations while developing in-house small language models to ensure regulatory compliance. These models are being applied to tasks such as network anomaly detection, customer support, revenue analytics, and order management. BSNL is also automating call centre services through its chatbot Vaani, upgrading its self-care app for improved user experience, and planning to introduce a self-healing network, alongside a recharge expert service that recommends suitable tariff plans based on subscriber behaviour.
According to the Chairman and Managing Director (CMD) of Bharat Sanchar Nigam Limited, the telecom operator is implementing artificial intelligence (AI) across multiple applications and is building proprietary small language models (SLMs) to meet regulatory requirements.
SLMs that are trained and refined using domain-specific data and expertise can cater to a range of needs within the telecom industry. These applications include identifying network irregularities, powering customer service chatbots, strengthening revenue assurance analytics, and streamlining order management operations.
The company had previously indicated that it is leveraging AI to automate call centre functions, including the use of its chatbot Vaani to address customer complaints. It has also enhanced its self-care app to deliver quicker and more user-friendly support services.
The CMD further noted that the operator intends to roll out a self-healing network. In addition, it has introduced a recharge expert service that analyses subscriber activity on its website and suggests appropriate tariff plans automatically.
