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The digital revolution is here: AI in telecommunications

A report from the Australian Communications and Media Authority (ACMA) predicts that automation technologies like AI will contribute $30 – $60 billion to Australia’s GDP by 2025.

If this shows us anything, it’s that AI in telecommunications isn’t just a trend – it’s a revolutionary technology that will reshape Australian businesses.

How AI is changing businesses

Artificial Intelligence, or ‘AI’ is a type of technology that allows computers to mimic human intelligence. This includes making judgements, using basic reasoning and conducting straightforward cognitive tasks like problem-solving.

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The widespread adoption of AI is known as the AI revolution. The AI revolution allows businesses to:

  • Automate basic tasks
  • Automate customer service
  • Analyse data more efficiently
  • Personalise their products for customers
  • Being careful of a client’s boundaries

AI in telecommunications

AI may seem like an abstract computer-science concept, but it has many real-life applications across the telecommunications industry. Currently, AI in telecommunications is used to:

#1. Detect network faults

Communications Service Providers (CSP’s) like Telstra are currently using AI to monitor their network. When an error or network fault is discovered, AI can process information about the issue faster than humans. This means AI can discover the root causes of network issues quickly, helping CSP’s keep their network fault-free for customers.

AI in telecommunications can also be used to predict future network faults, as it can track patterns in recurring errors.

#2. Enhance customer experiences

AI is frequently used as a tool for customer service, as technologies like virtual assistants and chatbots can offer customer service 24/7. AI-driven customer service tools use Natural Language Processing (NLP) to understand human speech, allowing them to answer basic customer service questions.

#3. Optimise existing processes

AI in telecommunications is used to optimise existing business processes through technologies like Robotic Process Automation (RPA). RPA allows humans to outsource repetitive tasks to computers – like filing documents.

AI expands the capability of RPA programs, as it allows programs to process unstructured and semi-structured data. This means RPA programs can handle more complicated and nuanced tasks – like data scraping and analysis.

Challenges in AI adoption

While the future of AI in telecommunications is very exciting, there are many hurdles facing businesses adopting AI.

AI adoption relies on businesses having access to many resources, including high-quality data, money to fund AI experimentation and infrastructure to support high-capacity computing. As these are expensive, AI adoption is difficult for small businesses.

Australia is also facing a skills shortage nationwide. As AI is a developing field, there is a limited number of people with the expertise to implement AI seamlessly.

Australian telecommunications in AI

Australian CSP’s have already begun experimenting with AI in telecommunications as part of the digital revolution.

Vodafone introduced an AI digital assistant called ‘TOBi’ in 2020. TOBi is a digital assistant that uses AI to communicate with customers. As a result of adopting TOBi, Vodafone experienced a 68% improvement in its customer satisfaction scores.

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Telstra is also using AI to automate business processes. This includes using AI to filter job applications, monitor their telecommunications infrastructure and semi-automate their customer service with Codi.

Undoubtedly, CSP’s in Australia are also experimenting with AI behind-the-scenes. However, as AI in telecommunications is still developing, it may be several years before we see these developments reshaping Australian businesses.

The future of AI

AI is a part of the digital revolution, which allows Australian businesses to increase their efficiency by digitising their everyday business processes. Over the next few decades, AI business solutions will become more accessible as the cost of adopting AI will decrease.

In preparation for this future, businesses can embrace several other digital revolution technologies, including:

Digital faxing

Digital faxing, or ‘online faxing’, is a form of faxing that sends faxes over the internet. This means digital faxes can be sent through email, via a website or using faxing software.

Digital faxing is cheaper, more efficient and faster than traditional faxing, as businesses do not need to maintain a traditional fax machine. Digital faxes are also encrypted and sent digitally, meaning they are difficult to intercept.

Cloud storage

Cloud-based storage allows businesses to store their important documents in a secure and digital location. This means that your files and folders are stored by a third-party provider outside of your computer and office.

Cloud-based storage has many advantages for business, as it allows you to:

  • Access your data from any device

  • Protect customer information from being stolen

  • Store large quantities of data cheaply

  • Access your data from anywhere

For these reasons, many software providers (like eFax) offer free cloud-based storage for businesses.

Mobile applications

Mobile apps allow businesses to perform many of the same operations they do on a computer but on a more portable basis. This includes reaching customers, sending emails, holding meetings and accessing documents.

B2B businesses who work with a regular pool of clients may also benefit from adopting an off-the-shelf Customer Relationship Management (CRM) app, as the app will help you manage customers in a central location.

AI-powered digital assistant apps are also increasingly important for many businesses, including Siri, Google Assistant and Alexa.


Australia’s 5G network is currently being rolled out nationwide, allowing businesses to access the internet with a high-quality connection. 5G is the 5th generation of Australia’s mobile network, meaning it’s superior to its predecessors in many ways.

5G is a high-speed network that gives Australians internet speeds up to 200 times faster than the NBN. 5G also has a capacity 1,000 times greater than the 4G network, letting it support more devices on the network.

As AI in telecommunications continues to develop, the 5G network will allow more Australians to send and receive large amounts of data without experiencing network delays or faults.

Partner with eFax and embrace the digital revolution

Embracing the digital revolution can be tricky, which is why it’s essential to partner with a reliable online fax provider like eFax.

eFax gives Australian businesses the ability to send and receive faxes on the go. They help businesses establish a secure and reliable fax connection Australia-wide, as their easy-to-use online faxing system works on computers, smartphones and tablets.

eFax is safe, reliable and secure – with end-to-end encryption protecting your faxes from being stolen. eFax customers also have access to a lifetime of free cloud-based storage, meaning you’ll never lose another fax!

eFax pride themselves on being future-proof and NBN ready. While many businesses lose their fax connection when switching to the NBN, eFax customers can keep faxing without any worries. eFax’s dedicated faxing experts will help you transition to the NBN seamlessly, helping you use your NBN fax number from day one!

Get started with eFax by starting a 30-day free trial or calling 1800 283 361.

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