Course Objective & Scope
Telecom operators serve millions of subscribers across tariff, billing, home-broadband installation/repair and digital services while running 24/7 network operations (NOC) and fighting churn in Customer Value Management (CVM). This programme covers AI workflows across contact-centre and field-technician copilots, CVM micro-segmentation, NOC incident root-cause summaries, and BTK regulatory and enterprise tender analysis.
Participants work on a use case from their own function (B2C/B2B marketing, customer ops or network/IT), producing a deployment blueprint and checklist compliant with communications secrecy and BTK rules.
Who Should Attend?
- Consumer/enterprise marketing, CVM (Customer Value Management) and product teams
- Customer care, contact centre, digital channel and complaint-management leads
- Network operations (NOC), field installation/maintenance and service-quality managers
- Telecom regulatory affairs (BTK), legal, revenue assurance and digital transformation specialists
Key Takeaways
- Synthesise call, digital and fault histories into churn signals and retention offer scripts
- Reduce average handle time (AHT) on billing disputes, connectivity troubleshooting and tariff changes
- Generate rapid incident summaries and customer notifications for NOC alarms and maintenance windows
- Review enterprise (B2B/ICT) tender specs and SLA commitments to accelerate proposal drafting
- Enforce communications secrecy, traffic/location data rules, BTK regulations and KVKK boundaries
Curriculum
AI Across the Telecom Value Chain: From Network to Subscriber
- Integrating AIOps and CVM propensity models with generative AI workflows
- High-priority use cases across mobile, fixed broadband, TV/OTT and B2B ICT
- Use cases that directly move ARPU, churn, FCR and NPS metrics
CVM, Campaign Design and Enterprise (B2B) Sales
- Micro-segment and lifecycle retention and upsell messaging
- Translating complex tariff rules into clear subscriber and dealer guides
- Analysing B2B ICT tender specifications (RFPs) and drafting solution proposals
Customer Care, Bill Explanation and Complaint Handling
- Explaining complex bill items, roaming and overage charges in plain language
- Step-by-step self-care and agent troubleshooting flows for home broadband
- Root-cause analysis of BTK and consumer-platform escalations
Network Operations (NOC) and Field Engineering Teams
- Automating NOC incident logs, outage briefs and post-mortem summaries
- Troubleshooting lookups and work-order summaries for cell-site and fibre technicians
- Proactive subscriber and enterprise comms for planned maintenance and outages
BTK Regulations, Traffic Data and Communications Secrecy
- Electronic Communications Law No. 5809 and restrictions on traffic and location data
- BTK consumer-rights rules, opt-in permissions and guardrails against misleading tariff claims
- Data-masking and AI governance checklist for telecom teams
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