Artificial Intelligence Integration And Business Management Metrics In The Telecommunication Sector In Kenya

Abstract

As a game-changing technology, artificial intelligence (AI) has the potential to completely change a number of industries, including telecommunications. This research investigated how artificial intelligence affects business management metrics in the telecom sector. The main focus was on the effects of AI applications on important KPIs including income generation, productivity, client fulfillment, and predictive analytics. This study's main objective was to examine the influence of artificial intelligence (AI) on business management metrics within the telecommunication sector. The study’s specific objectives were: First, to examine the influence of Data Analytics Platform on business management metrics in Telecommunication sector in Kenya. Second, to assess the influence of Natural Language Processing on business management metrics in Telecommunication sector. Third, to examine the influence of Machine Learning Algorithms on business management metrics in Telecommunication sector and finally, to examine the influence of Robotic Process Automation on business management metrics in Telecommunication sector in Kenya. The study utilized descriptive research design. The target population had 427 employees who work at Airtel and Safaricom Companies corporate headquarters under the various functional departments. Stratified random sampling technique was applicable in the selection of the 206 sample size. The study used a semi-structured questionnaire as the data collection instrument with inferential statistics used for data analysis and presentation. The results analysis highlights the critical role of technological advancements, particularly in the areas of Data Analytics, Natural Language Processing, Machine Learning Algorithms, and Robotic Process Automation, in driving improvements in business management metrics within the telecommunications sector in Kenya. The study concludes that the integration of AI technologies is essential for enhancing business management metrics in the telecommunications sector.