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Industry 4.0: How chatbot data analytics are helping to shape the Internet of Things within telecommunications

Industry 4.0 can be considered the fourth industrial revolution for all intents and purposes, but whereas the first industrial revolution was characterized by steam powered manufacturing, this one is all about computerization. With the advent of AI and cloud technologies, computerized manufacturing is now very much a reality. Physical employees were once on the forefront of the machine assembly line, but now with the emergence of the Internet of Things (IoT), cognitive computing systems are taking over.

The benefits within the telecom industry itself are endless. Without their networks the Internet of Things would be almost impossible. Now that a variety of once considered “dumb” machines are essentially able to talk to each other via the internet, the need for sustainable wi-fi services is even more pressing. So, how can telecom providers address and capitalize on this?

Providing much-needed networks

In order for all of these machines to function at an optimal level, share information, and provide analytics they must be connected to the Internet. This means that providers can address this in two ways. Firstly, they can provide localized networks for specific areas or factories themselves, while also providing a farther-reaching generalized network for cellular users. 5G networks are considered to be the next step in Industry 4.0 to meet all consumer needs. But, once all of this machinery is connected and “chatting” with each other and analytics are forthcoming, how can telecom companies translate this information to address network issues and optimize their service?

Improving service through analytics

Most businesses have instituted the practice of using chatbots or simplified cognitive computing systems that can address minor consumer problems. The telecom industry is no different. By using chatbot data analytics, companies can quickly see where network issues have arisen, and where customers have been having issues associated with connectivity.

To facilitate this process, companies have begun to use customer experience analytics software because it provides a digital journey customer mapping tool. When used in conjunction with chatbot data analytics, this tool can accurately show how customers are interacting with their network, what they are using it for (app interactions), duration of use, and strength of signal. These analytics are particularly important when examined within a factory setting which has machines sharing information almost constantly. Enterprise customers who are experiencing connectivity issues or lower bandwidth problems will quickly report these issues as it can impact their business almost immediately. The chatbots are usually the first line responders in this instance, as they are the primary point of contact until the exact problem has been pinpointed for technical assistance.

Chatbots: Instrumental to Industry 4.0

With the Internet of Things now present within households, factories, and even your car, chatbot help is more important than ever. Especially since these machines now have the ability to talk to chatbots in the form of data itself. The chatbots are able to disseminate the big data that they receive and quickly synthesize the problems found within and explain it to their human counterparts. Chatbot data analytics can provide quick insights into problems and easily translate this in to a format that non-machines can understand. In this digital age, especially within the telecom industry, it is important to embrace the Internet of Things and the vast array of information it can provide from machine to human.