Why the GenAI Feature in CVM Is Not the Answer to Life, the Universe, and Everything
In today’s telecom landscape, the GenAI feature in CVM is often seen as a silver bullet that can solve every business challenge. From reducing churn to boosting revenue, many expect GenAI to deliver instant transformation. But while GenAI is a powerful tool, it’s not the ultimate answer — it’s a strategic feature that, when used wisely, can enhance decision‑making, personalization, and customer engagement across the CVM toolbox.
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In Douglas Adams’ sci-fi novel “The Hitchhiker’s Guide to the Galaxy,” an alien race builds a supercomputer called Deep Thought to find the answer to the Ultimate Question of Life, the Universe, and Everything. But after seven and a half million years of processing, the computer gave them the answer: “forty-two.” 🤯
Well, in today’s world, we have our own super technology: GenAI. And, sometimes we treat it as the answer to OUR EVERYTHING. But let’s keep it real. 🌟
Tech trends come and go, but CVM problems stay! 😅
Over the last 10 years, CVM pros have seen a lot of hype from tech promises:
📊 10 years ago: use Big Data analytics to reduce churn, grow revenue, and improve customer experience.
☁️ 5 years ago: move to the cloud, reduce churn, grow revenue, and improve customer experience.
🤖 NOW: let AI reduce churn, grow revenue, and improve customer experience.
Despite all tech promises, we still have customer churn, and we still need to grow revenue through up-sell and cross-sell.
Here’s the kicker: next year, we’ll be talking about how AI agents, robots, and quantum computing will save the day.
We get so swept up in tech hype, we forget a crucial truth:
Customers buy your product because it solves their problems better, faster, and cheaper than the competition. Not because it uses Big Data, Cloud, or GenAI.
While GenAI is sold as the ultimate solution for every problem, it’s really just a powerful feature, not the final product.
Don’t get me wrong. I love GenAI. It’s a brilliant technology, but I hate the confusion and oversell that comes with it.
Please, please, please stop overselling it and expecting that GenAI will magically reduce churn and grow revenue.
Instead, focus on the real problems GenAI can solve to make your product better, faster, and cheaper. 🏆
Here’s your cheat sheet to leveraging GenAI effectively:
- Humanize bill explanations. 🧾 Customers often don’t understand their bills, leading to “bill shock.” GenAI can explain any differences to ease their worries.
- Speed up call center troubleshooting. 📞 Allow your agents to leverage GenAI to search for answers in the internal knowledge base using natural language.
- Evaluate call center communication. 📈 GenAI can provide feedback and action recommendations for agents, to help them grow.
- Capture customer intent on your website in real-time. 🖥️ Analyze usage logs to understand what customers need right now.
- Assign recommendations based on intent. 📊 Provide real-time, personalized suggestions to customers.
- Enhance product searches and chatbots. 🤖 Use natural language to improve customer interactions and product searches.
- Generate client profile summaries. 📝 Help agents understand customer history before or during calls.
- Tailor messages to each customer. ✉️ Personalize communications based on customer preferences and context.
- Fix bad wifi setups. 🛜 Identify and proactively fix bad wifi configurations for customers.
And finally. GenAI is powerful, but remember, when customers ask why their bill is sky-high, they want a real fix, not just the answer “forty-two.”
🎙️ [Podcast] Top CVM stories episodes of the month: Achieving 2x CVM Revenue Benchmark with Strategic Management
📅 [Events] We went and collected all CVM related conferences in the world, so that you would not have to. There are 29 of them in 2024-2025, enjoy The Grand List of Telecom Conferences Worldwide
Planning to attend any of the events? Let’s catch up to discuss how we can make CVM famous! Comment on the post to let me know.
📌 [Insight of the Month] Customers can handle bad things. They just don’t want to be lied to… They want to be told things in a timely manner.“ – Paul Rutter, Customer Experience Expert.
If you don’t make mistakes, you don’t learn – or so they say. But in CVM, every mistake is 10x more visible, making it feel like the end of the world. Trust me, you’re not alone. That’s why we’re introducing CVM Horror Stories. Let’s kick things off with a tale about The Great Offer Mishap by Elchin Gulmammadov.
It all started with nonstop calls from other departments – we knew something was wrong. The whole telecom was on fire. People were blaming each other and no one understood what was going on. Then the CVM team gathered and here is what we found out:
a special, very generous offer meant only for 1,000 users went out to 2 million users. Seems like a classic CVM mishap, but this one had a twist. It wasn’t just human error – it was data inaccuracies because we didn’t account for the many multi-SIM users in the database.
The takeaway? Ensure data accuracy, always adopt a holistic operational view, and most importantly, turn mistakes into learning opportunities.
https://www.linkedin.com/pulse/why-genai-feature-your-cvm-toolbox-answer-life-universe-pilypas-6jzef/?trackingId=T6NF%2FmcxTfulSYM07viU0g%3D%3D – Find out more
