From Spreadsheets to Smart Processes: How AI Works (and Doesn’t) in Wholesale Telco

AI is everywhere and is often called “the buzzword of the decade”. For wholesale telco decision-makers, the promise of Artificial Intelligence is compelling – reducing costs, improving efficiency, and unlocking new revenue streams. Yet, many operators remain “stuck in spreadsheets and PDFs”, grappling with manual processes, low quote hit ratios, and shrinking margins.

Amidst all the hype, a crucial question arises: is AI actually delivering tangible results in wholesale telco today, or is it primarily a B2C phenomenon?

Beyond the Silver Bullet: AI as an Automation Tool

The expert consensus from our recent discussion points to a clear reality: AI is powerful, but it’s not a magic cure-all. As Georgii Saveliev from Stratus Carta puts it, AI is “kind of sold as a silver bullet where it’s like, okay, we don’t need to have actual processes and systems, just put AI in and boom, problem solved”. This, he warns, is a misconception.

In reality, AI is “more of an automation tool where you already have processes and systems, and it makes it easier to use them, faster to use them”. It helps you leverage insights from your data for “better quoting, better pricing, and more”. 

The critical takeaway? AI is not a silver bullet. You still need to have that foundational work to automate on top of with AI.

The Undeniable Foundation: Data Quality and Processes

Why isn’t AI the quick fix often portrayed? The biggest hurdle isn’t the AI technology itself, but what it needs to function effectively: high-quality data. Ewa Jaśkowiak, Chief Commercial Officer at Enxoo, highlights that many companies “tend to forget that in order for AI to work, they have to have very good quality data”.

Krystian Drozd, leading the Communication Business Line at Enxoo, fully agrees, noting that “a lot of companies today are struggling with proper data management and data governance”. He stresses that this is “a critical foundation for starting any projects”. “AI is not the remedy for sorting out and clearing the data”; in fact, “If you don’t have the right data in place… you won’t have any value out of the AI”. This fundamental issue is, in his view, likely the reason “why so many POCs related to AI failed”, citing a Gartner survey indicating “one-fourth of the POCs already failed”.

Beyond data, streamlined processes are equally vital. Wholesale operations, often characterized by manual steps, emails, and spreadsheets, require process redesign. Georgii emphasizes that process streamlining “is super critical”. While you could automate existing chaotic processes, “then you’re just automating your existing processes, and I don’t think you’re really getting the full value that you could be”.

Real AI Use Cases in Wholesale Telco Today

So, where can AI truly make a difference once the foundation is in place? Our experts point to key areas:

1. Quoting Automation: Tackling the industry’s persistent challenge of low hit ratios and manual quotation processes. Enxoo offers solutions using AI that can “transform every email to a quotation” and “transfer every Excel file and customer request into a quotation.” This addresses the “biggest headache to transform the request to the format that is readable by the system.”
   
2. Contract & Document Parsing: Automating the extraction of crucial information from unstructured documents. Salesforce Contracts AI feature can “parse contract documents that are PDFs or images”, understand terms, conditions, and line items, and create structured data. This automates “a very tedious manual process” and aids in data cleanup.
   
3. Procurement Data Extraction: For international wholesale with numerous partners and contracts, AI can act as an agent to quickly find required data like “SLA conditions for particular partners” during events like an outage, helping determine applicable credits.
   
4. Sales Assistance: Combining data sources like call recordings, customer spreadsheets, and historical contracts, AI can help generate “a quote, a structured quote within Salesforce” and recommend “pricing, recommend discounting”, significantly reducing manual work for sales reps.

These examples show that AI’s value lies in automating specific, high-volume, or complex tasks that currently rely on slow, manual data handling and process steps.

Building the Future: Platforms and Expertise

Achieving these AI-driven efficiencies isn’t about starting from scratch. Platforms like Salesforce Communications Cloud, especially when combined with specialized solutions like Enxoo for Wholesale, provide the necessary framework. Enxoo for Wholesale acts as “a strong accelerator or an effective starting point”, offering pre-built models and processes specific to international wholesale. This gives companies “a head start on that foundation”.

Working with partners who possess deep industry expertise, like Enxoo, is crucial. They understand the specific nuances of wholesale telco and can guide the implementation of both the foundational systems and the AI layer.

The Path Forward: Focus on Fundamentals, Then Automate with AI

The message for wholesale telco decision-makers is clear: AI is not just a buzzword; it’s a powerful tool for transformation. However, its power is unleashed only when applied to a solid operational foundation. Prioritize cleaning your data, streamlining your processes, and implementing robust core systems. Once your “house is in order”, AI can become the accelerant that drives real value, moving you from manual “spreadsheets and PDFs” to intelligent, automated “smart processes”.

Don’t fall into “analysis paralysis,” waiting for the perfect moment or a magical solution. “Just get started” by focusing on the fundamentals. The time to think about AI is now.

Ready to explore the practical applications of AI in wholesale telco and learn how to build the necessary foundation?
We invite you to watch the full discussion with our experts, Ewa, Krystian, and Georgii, and dive deeper into charting the course for AI in wholesale telecom.