Computers in the workplace of Telecommunications

In the industry of telecommunications industry. Computers and information technology go hand in hand with this sector. I am aware that, for the company I work for, the store representatives (salespersons) need to have a tablet for selling. The tablet is equipped with programs that help the representatives link cell phones with phone numbers, allowing customers to use their numbers on their new phones. 

In the back office, the use of computers becomes more extensive. Various departments, such as the tech department and billing department, require computers for their operations. For instance, tech representatives need to be computer literate as they use computers for research and troubleshooting issues on cell phones. They access specific tools to diagnose problems based on researched symptoms. On the other hand, billing representatives use computers to access customers' bills and check the system for changes that may have impacted the bill. 

Having been in this industry for almost a decade, I've witnessed technological changes. Even today, with the integration of Artificial Intelligence (AI), I've observed AI tools implementing sales tactics downloaded to computers. I see AI as the future of the industry. AI already analyzes trends in customer accounts and suggests ways to reduce customer effort, minimizing the number of repeat callers. 

What I foresee changing with AI is its dominance in handling simpler call types, allowing representatives Ch more complex issues that require a hands-on approach.