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You can use Amazon Lex to build a question and answer chatbot. However, if you live in a non-English-speaking country or your business has global reach, you will want a multilingual bot to cater to all your users. This post describes how to achieve that by using the multi-language functionality of your question and answer bot (QnABot).

The QnABot can detect the predominant language in an interaction by using Amazon Comprehend, a natural language processing (NLP) service that uses machine learning to find insights and relationships in text.

The bot then uses Amazon Translate, a neural machine translation service to translate the question to English. Then it can return a preconfigured answer in the end user’s language or translate it back from the default English text.

Although QnABot allows the end-user to interact with an Amazon Lex bot using text or voice, the multilingual feature primarily supports text interactions. Multilingual voice interactions are currently limited to use with Alexa skills.

The solution consists of three easy steps:

  1. Configure the multi-language functionality.
  2. Set up the alternate curated answers in a different language.
  3. Configure your Alexa skill with multiple languages.

For instructions on creating and customizing your bot, see Create a Question and Answer Bot with Amazon Lex and Amazon Alexa or the Q&A Self-Paced Guide. You can also see the following videos on YouTube:


To implement this solution, you must have an AWS account. If you don’t have a professional account, the AWS Free Tier lets you gain experience with the AWS platform, products, and services.

You also need to deploy QnABot. If you have not already done so, launch the QnABot on an AWS CloudFormation stack in one of the available Regions.

When specifying your stack name, include QnA in the name, for example, MultiLangQnABot.

After you successfully deploy your CloudFormation stack, complete the following steps:

  1. Open the content designer page of your chatbot.

If this is the first time accessing the chatbot design console, you can find the correct URL on the AWS CloudFormation console on the Output tab of your bot stack. Look for the value for the ContentDesignerURL key. You should also receive an email with temporary credentials to access the QnABot designer.

  1. On the designer page, choose the menu icon.
  2. Under Tools, choose Import.
  3. Expand the Examples/Extensions
  4. Next to blog-samples, choose Load.

Configuring the multi-language functionality

You are now ready to configure the multi-language functionality. Complete the following steps:

  1. In the content designer page, under Tools, choose Settings.
  2. For the ENABLE_MULTI_LANGUAGE_SUPPORT parameter, change the value from false to true.
  3. Choose Save.
  4. To test the bot, open the client webpage.
  5. From the designer page, under Tools, choose QnABot Client.
  6. Enter the following questions (in English, Spanish, and French):
    • How do I modify Q and A Bot content ?
    • ¿Cómo modifico el contenido de Q y A Bot ?
    • Comment modifier le contenu Q et A Bot ?

The chatbot answers each time in the language you used, as shown in the following animation.

The QnABot is successfully using Amazon Translate to translate the answer automatically into the user’s native language.

Setting up alternate curated answers in a different language

You might need to provide a more natural experience and want to add a curated answer in the native language of your choice. To further customize the translation for each question, you can use the {{handlebar}} functionality. The QnABot provides the {{handlebar}} function ifLang, which takes the locale as a quoted parameter. You can use any of the languages that Amazon Translate supports. For more information, see What Is Amazon Translate?

For example, to customize the translation in Spanish, the ifLang function uses es as the locale parameter. See the following code:

{{#ifLang 'es'}} Su traducción al español

Additionally, if an unknown language is detected, you can support that with a default response by using the defaultLang function. See the following code:

{{#defaultLang}} Your default language answer

As an example, modify the question you used earlier. Go back to the content designer and complete the following steps:

  1. Under Tools, choose Edit.
  2. Select 001 and choose the pencil icon on the right.
  3. Replace the text in the answer with the following code:
    {{#ifLang 'es'}}
    Use las herramientas de 'Question and Test' de 'Content Designer' para encontrar sus documentos existentes y editarlos directamente en la consola. También puede exportar documentos existentes como un archivo JSON, realizar cambios en el archivo y volver a importar.
    {{#ifLang 'fr'}}
    Utilisez les outils 'Question and Test' de 'Content Designer' pour trouver vos documents existants et les modifier directement dans la console. Vous pouvez également exporter des documents existants sous forme de fichier JSON, apporter des modifications au fichier et réimporter.
    {{#defaultLang}} Use the Content Designer Question and Test tools to find your existing documents and edit them directly in the console. You can also export existing documents as a JSON file, make changes to the file, and re-import.

    Multi-language and handlebars, in general, also support markdown answers. For example, you could modify the preceding code to highlight the name of the interface that isn’t translated. See the following code:

    {{#ifLang 'es'}}
    Use las herramientas de ***'Question and Test'*** de ***'Content Designer'*** para encontrar sus documentos existentes y editarlos directamente en la consola. También puede exportar documentos existentes como un archivo JSON, realizar cambios en el archivo y volver a importar.
    {{#ifLang 'fr'}}
    Utilisez les outils ***'Question and Test'*** de ***'Content Designer'*** pour trouver vos documents existants et les modifier directement dans la console. Vous pouvez également exporter des documents existants sous forme de fichier JSON, apporter des modifications au fichier et réimporter.
    {{#defaultLang}} Use the ***Content Designer Question and Test*** tools to find your existing documents and edit them directly in the console. You can also export existing documents as a JSON file, make changes to the file, and re-import.
  4. Choose Advanced and enter the new code in the Markdown Answer box.

  5. Choose Update.

If you try to ask your questions again, the answers are different because the chatbot is using your curated version.

You can also import the sample or extension named Language / Multiple Language Support.

This adds two questions to the system: Language.000 and Language.001. The first question allows the end-user to set their preferred language explicitly; the latter resets the preferred language and allow the QnABot to choose the locale based on the automatically detected predominant language.

Debugging the answers in a different language

You can use the ENABLE_DEBUG_RESPONSES setting to see how local language questions are translated to English by QnABot, and to tune the content as needed to ensure QnABot finds the best answer to a non-English question.

Complete the following steps to set up and test:

  1. In the content designer page, under Tools, choose Settings.
  2. For the ENABLE_DEBUG_RESPONSES parameter, change the value from false to true.
  3. Choose Save.
  4. To test the bot, open the client webpage.
  5. From the designer page, under Tools, choose QnABot Client.
  6. Try one of the question we used before, you can read the translation and use this information to tune your answer.

Configuring your Alexa skill with multiple languages

You first need to create your Alexa skill. For instructions, see Create a Question and Answer Bot with Amazon Lex and Amazon Alexa.

When your Alexa skill is working, add the additional languages by completing the following steps:

  1. On the Alexa developer console, open your skill.
  2. From the drop-down menu with your default language, choose Language settings.
  3. Add all the languages you want to support and choose Save.
  4. Under CUSTOM, choose JSON Editor.
  5. Copy the JSON from the editor, switch to the other language you want to support, and enter it in the editor pane (this overwrites the default).
  6. Choose Save Model.
  7. Choose Invocation and change the invocation name.
  8. Choose Save Model.
  9. Repeat these steps for any language you want to support.
  10. Build the model.

Testing your Alexa skill

You can now test your Alexa skill in other languages.

  1. On the Alexa developer console, select your skill.
  2. Choose Test.
  3. Change the language and type the invocation name of your skill for that language.
  4. After Alexa gives her initial greeting, ask the question you used before or any other question you added in the content designer.

Alexa answers you in the selected language.

Now your multilingual chatbot can be published on your website or as an Alexa skill. To integrate the QnABot in your website, you can use lex-web-ui. For instructions, see Deploy a Web UI for your Chatbot.


This post shows you how to configure and use the out-of-the-box feature of your QnABot to localize answers in any language Amazon Translate supports. It is an inexpensive way to deploy a multi-language chatbot, and you don’t need to adapt it to accommodate new Amazon Lex features.

As of this writing, this approach works for text-based interactions only; support for voice is limited to use with Alexa skills only.

For more information about experimenting with the capabilities of QnABot, see the Q&A Self-Paced Guide.

About the Authors

Fabrizio is a Specialist Solutions Architect for Database and Analytics in the AWS Canada Public Sector team. He has worked in the analytics field for the last 20 years, and has recently, and quite by surprise, become a Hockey Dad after moving to Canada.

As a Solutions Architect at AWS supporting our Public Sector customers, Raj excites customers by showing them the art of the possible of what they can build on AWS and helps accelerate their innovation. Raj loves solving puzzles, mentoring, and supporting hackathons and seeing amazing ideas come to life.




AI Contact Tracer Awarded at UNLV




Contact tracing for crowds. (Credit: Getty Images) 

If someone reports sick after a gathering, a new AI-based system can trace contacts across four days and thousands of people in just four seconds.

This week, UNLV Lee Business School awarded Volan Technology the coveted Lee Prize Nevada Innovation Award for its advanced solution for enterprise-scale, precise and private contact tracing software. The technology could enable hospitality operators to make dramatic improvements in virus prevention—and save millions of dollars in manual tracing.

Read the full report by JT Long at


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Spookier Or Safer: How AI Autonomous Cars Alter Halloween Trick-Or-Treat Activities 




Kids trick or treat in Halloween costume and face mask. Children in dress up with candy bucket in coronavirus pandemic. Little boy and girl trick or treating with pumpkin lantern. Autumn holiday fun.

By Lance Eliot, the AI Trends Insider 

Halloween is just around the corner, waiting to surprise us. Though this year’s celebrations might be less extravagant, requiring special care and precautions, nonetheless we all know that Halloween traditionally has welcomed a slew of joyous activities including pumpkin carving, wearing scary costumes, elaborately decorating our homes, and so on. 

The highlight, undoubtedly, has got to be the annual thrill of going trick-or-treating. 

Perhaps you remember as a child going door-to-door in your neighborhood and the excitement at approaching the porch of a house covered with cobwebs and ghosts. Do you dare make your way to the front door? What goblins and other frights might await you? And, upon bravely knocking on the imposing door, recall the absolute delight at being given a chocolate bar or your favorite bubble gum. Off you would sprint, heading to the next house on the block.   

Now, as an adult, hopefully, you either are the one dispensing those candies when impressionable youngsters knock at your door, or maybe you will be going outdoors and walking along with your children as they experience the same thrills that you did in your youth. It is fun to relish memories and also look toward future Halloweens too.   

Speaking of the future (notice that seamless segue), some readers have asked me to comment on Halloween and self-driving cars.   

I realize that your first thought might be that there is no particular connection between Halloween, one of the most revered celebrations each year, and the advent of AI-based true self-driving cars, an amazing technological innovation that is gradually emerging. It might seem odd to consider that there would be any type of connection between these two seemingly disparate facets. 

Surprise! There is indisputably a means to connect the two, very much so. 

Note: I hope that my written yelling of “surprise” at you did not startle you, though if you are reading this on Halloween, consider it the equivalent of being frighteningly startled with a spooky but festive boo.   

The question for today’s discussion is this: What kinds of impacts might the prevalence of AI-based true self-driving cars have upon Halloween and our festivities thereof? Great question and I’ll get to it, but first, let’s make sure we all concur on what is meant by referring to AI-based true self-driving cars.   

Time to unpack that jargon.   

For my framework about AI autonomous cars, see the link here:   

Why this is a moonshot effort, see my explanation here:   

For more about the levels as a type of Richter scale, see my discussion here:   

For the argument about bifurcating the levels, see my explanation here: 

Understanding The Levels Of Self-Driving Cars 

As a clarification, true self-driving cars are ones that the AI drives the car entirely on its own and there isn’t any human assistance during the driving task. 

These driverless vehicles are considered a Level 4 and Level 5, while a car that requires a human driver to co-share the driving effort is usually considered at a Level 2 or Level 3. The cars that co-share the driving task are described as being semi-autonomous, and typically contain a variety of automated add-on’s that are referred to as ADAS (Advanced Driver-Assistance Systems).   

There is not yet a true self-driving car at Level 5. We don’t yet even know if this will be possible to achieve, and nor how long it will take to get there. Meanwhile, the Level 4 efforts are gradually trying to get some traction by undergoing very narrow and selective public roadway trials, though there is controversy over whether this testing should be allowed. We are all life-or-death guinea pigs in an experiment taking place on our highways and byways, some point out. 

Since semi-autonomous cars require a human driver, the adoption of those types of cars won’t be markedly different from driving conventional vehicles. But it is important that the public needs to be forewarned about a disturbing aspect that’s been arising lately, namely that despite those human drivers that keep posting videos of themselves falling asleep at the wheel of a Level 2 or Level 3 car, we all need to avoid being misled into believing that the driver can take away their attention from the driving task while driving a semi-autonomous car. 

You are the responsible party for the driving actions of the vehicle, regardless of how much automation might be tossed into a Level 2 or Level 3.   

For why remote piloting or operating of self-driving cars is generally eschewed, see my explanation here:  

To be wary of fake news about self-driving cars, see my tips here:  

The ethical implications of AI driving systems are significant, see my indication here:  

Be aware of the pitfalls of normalization of deviance when it comes to self-driving cars, here’s my call to arms: 

Self-Driving Cars And Halloween   

For Level 4 and Level 5 true self-driving vehicles, there won’t be a human driver involved in the driving task. All occupants will be passengers. The AI is doing the driving.   

Let’s begin with the important and assuredly upbeat insight that by removing the need for a human driver, there will no longer be any drunk drivers or DUI drivers on our roadways (well, at least with respect to the self-driving cars, though keep in mind that conventional human-driven cars will likely also still be on the highways and byways too). 

What does it mean that there won’t potentially be intoxicated drivers during Halloween (or, at least a lot fewer ones)? In short, you can generally cross off your list any of those ghastly car crashes that lead to injuries and fatalities due to those out-of-their-mind human drivers. 

This is especially noteworthy on the evening of Halloween since there are zillions of young children at risk that night. Kids love to dart out into the street on Halloween while trick-or-treating. They aren’t thinking about cars, they are thinking about the next house that has that inflated menacing ogre and beckons to them via the screeching sounds emanating from the blaring speakers placed in the bushes of the front yard.   

Children on Halloween tend to falsely believe that the world has granted them a free pass to run and scamper all around the community. Though that would be a nice ideal, the reality is that there are today those drivers that insist on driving on the evening of Halloween and getting mired into the realm of where kids think they can go. One has to sympathize with the drivers that are sober and have little choice to drive that evening, perhaps to take their children to a Halloween party or for other needed purposes. Unfortunately, the bad apple drivers can spoil the whole barrel, as it were. 

Plus, even a cautious and fully aware driver is bound to find themselves unnerved that evening. You need to drive slowly, really slowly, and this is a hard thing for many drivers to do. They are accustomed to driving at normal speeds and when driving a reduced speed it seems as though their vehicular movement is glacial in nature. Add to this the potential pressure of needing to get to someone’s house by a certain time, and you have an adult that can readily misjudge the roadways, leading to a calamity.   

Bottom line: The more self-driving cars on the roads, the reduced chances of a human driver in that car that otherwise might have messed-up, one way or another, for whatever reason. 

We can stick for the moment with the advantages and benefits side of the self-driving car versus human-driven car equation, and then, once I have covered most of those key points, we’ll consider some downsides too.   

Pretend that you are busy at your home while handing out candy and also hosting your own adult-oriented Halloween party. Turns out that your teenage son or daughter was invited to a Halloween activity at the school grounds, but that is several miles away. Teachers at the school will be watching over the teens and you feel comfortable that your offspring will be safe there on their own.   

All you need to do is drive your eager youngster to the school.   

Instead of you being the driver, you could use a self-driving car to get your child over there. You would of course first make sure your child gets safely into the self-driving car, perhaps one that you own or that was available via a ride-sharing network, and the AI driving system then proceeds to drive over to the school. Once the event is completed, the self-driving car gives your offspring a ride back to your home.   

This frees you from having to make the drive. Also, if you didn’t already own a car, or if you didn’t have a driver’s license, the use of the self-driving car solves several issues when desiring to provide your child with a lift to the Halloween event (and, once again, aids in preventing a potentially tipsy driver from getting behind the wheel). 

Admittedly, some people repulsively recoil at the notion of having children riding in a self-driving car without any adult supervision. This will never-ever happen some parents exhort fervently. The idea is rather foreign to us currently and seems unimaginable, but we should be cautious in extending today’s cultural norms for what we might accept in the future.   

Let’s continue our tour of the ways that self-driving cars will impact Halloween. 

Some cities and suburbs have increasingly been setting up areas that allow for a drive-thru Halloween activity (especially due to the pandemic). You and the family pile into your car, and drive over to a park or parking lot that has a kind of haunted mansion or haunted city, as it were, created for providing a fun and spooky experience. Realize that you do not get out of your car. Instead, you remain in the vehicle, as though driving through a fast-food eatery, but in this case, it is an outdoor area set up with Halloween scenery.   

If you were driving the car, it would likely be hard to fully relish the festive experience since you would be constantly having to watch where you are driving. Via a self-driving car, you would let the AI do the driving. This means that you and the rest of your family can all enjoy together the Halloween festivities, and nobody needs to be worrying about the driving.   

Another somewhat new approach to Halloween that has been getting recent attention consists of trunk-or-treating.   

Never heard of it? 

You put Halloween decorations on the trunk of your car. Inside the trunk, you put bags or buckets of candies. When ready, you drive around the community, coming to a stop here and there, allowing kids to obtain their Halloween treats directly from the trunk of the vehicle. As to whether you get out of the car to dispense the candies, this depends (some purposely do not get out of the car as an added pandemic precaution for themselves and the kids that come to the car to retrieve the candies).   

Not everyone likes this trunk-or-treating phenomenon. 

Some point out that with Halloween candies dispensed from a house, you know where to go if there is something untoward handed to a child. The house is permanently affixed. On the other hand, someone driving a car around could be just about anybody, and they might not readily be traceable (for those of you that want to argue this point, it is true that you could copy down the license plate and trace the vehicle, but that’s a far cry from the aspect that a house is pinned to one readily known spot).   

Anyway, whether you like or hate the idea, it perhaps is apparent that a self-driving car could enable such an approach if desired.   

Yet another possibility for Halloween celebrations is the veritable Halloween car parade. People deck out their cars with Halloween banners and decorations. They put on costumes too if wishing to do so. You and your friends or family then get into the car and drive with other cars in a type of makeshift parade. This conga line of Halloween celebratory cars makes its way throughout the neighborhood. Horns are honked, people inside the cars are making noises befitting Halloween, and kids line the sidewalks, watching as the parade goes past their homes. As you might imagine, this is being spurred partially due to the pandemic, allowing people that already live together to be grouped into their car, and yet going outdoors to celebrate the evening.   

One concern that some have about these Halloween parades is the possibility that some drivers will be drinking or have already had a few too many before deciding to join the car procession. Without seeming like a broken record that repeats itself unduly, if those cars were self-driving cars then the parade could meander unabated and without fear of a human driver doing something that could be injuriously unseemly. 

For more details about ODDs, see my indication at this link here: 

On the topic of off-road self-driving cars, here’s my details elicitation: 

I’ve urged that there must be a Chief Safety Officer at self-driving car makers, here’s the scoop: 

Expect that lawsuits are going to gradually become a significant part of the self-driving car industry, see my explanatory details here:   

Now For Some Scary Twists Too 

Having covered the essence of the presumed upbeat or positive aspects of Halloween and self-driving cars, we now turn our gaze toward the less-so elements. 

A perhaps obvious aspect about the advent of self-driving cars on Halloween is that it would allow adults to go to bars or parties and get smashed, if they wanted to do so, and not be held back by having to be a designated driver. Actually, this is true for any evening on any day of the week. You cannot fault the self-driving cars for this human behavior, but nonetheless could be a reaction by humans to the ease of having self-driving cars available.   

Will self-driving cars spur people to drink or get drunk? 

Nobody knows, and we won’t likely know until the day arrives of a prevalence of self-driving cars on our roadways. 

Another aspect is the difficulty of driving on the roadways during Halloween.   

Yes, even self-driving cars are going to find this to be a challenging driving task. 

Do not falsely assume that merely because the self-driving car is using AI and has a collection of state-of-the-art sensors such as video cameras, LIDAR, radar, ultrasonic, etc., that it will perfectly and unerringly ensure that nobody is ever hit or hurt by a collision.   

I’ve stated categorically and repeatedly that the notion of zero fatalities for self-driving cars has a zero chance of occurring. Physics belies such a belief. If a child darts unexpectedly from between two parked cars, and a self-driving car (or even a human-driven car) is cruising down the street, there might be insufficient time to stop the car before striking the suddenly appearing child. That’s a fact of physics.   

When I mention this point, those in the self-driving industry are apt to instantly object. Therefore, let me be clear, I am not suggesting that self-driving cars will be less safe than human drivers. In fact, the expectation is going to be that self-driving cars have to be safer than human drivers. Thus, in the aggregate, we are presumably going to have many fewer injuries and fewer fatalities once we have a preponderance of self-driving cars. My point is that realistically it won’t go to zero. There will still be some non-zero number, though hopefully less than, a lot less, in comparison to the 40,000 annual car crash deaths in the U.S. annually and the approximately 2.5 million injuries.   

Anyway, back to the point that on Halloween, especially so, the number of children and adults, perhaps even scampering dogs and cats, upon the roadways can be much higher than what normally is seen on the streets. This means many more objects that the AI needs to detect and discern as to which way the “object” is going and what it will do.   

Challenges abound.   

Children are small in stature and thus tend to be harder to detect. They might be wearing costumes that make their shape irregular in comparison to the expectations of what a person usually looks like. The kids can be erratic in where they go and whether they are sprinting or walking, or perhaps even crawling on the ground. All the kids and adults might be quickly stepping off a curb or willing to run amongst the cars that are making their way down the street. 

Amidst all of this, it is nighttime and dark out, so the lighting of the scene can be quite problematic. Indeed, children might be carrying flashlights or lasers that they point at the cars, of which the sensors could be hampered by such actions. 


In the self-driving car field, there is a well-known dictum that entails dealing with edge problems, also known as corner cases. Essentially, those developing self-driving cars are prioritizing what needs to be accomplished, of which just safely having the AI drive from a house to a grocery store during daylight is a keystone task. Unusual driving scenarios are labeled as being an edge or corner case, meaning that they are oddball or unique situations and presumably can be dealt with at a later time. The rule-of-thumb is to get the core stuff done first, and then worry about the rest later on.   

It is safe to say that Halloween is an edge or corner case. 

How many times a year do we all wander out into the streets, at nighttime, in costumes, with children aplenty? 

Unless you live in an especially party-vigorous locale, the answer would seem to be that it is a once a year occurrence.   


Even though Halloween is reasonably classified as a once-a-year instance, i.e., an edge case, this does not obviate the need to ultimately cope with the zaniness of the driving situation that arises.   

Imagine if self-driving cars were unable to sufficiently drive around on Halloween, such that all self-driving cars had to be self-grounded that night. Assuming that people had become dependent upon the use of self-driving cars, it would seem inappropriate to have none available on any particular night, such as Halloween.   

There is no doubt that ultimately self-driving cars will be enhanced to handle the particulars of a Halloween driving scenario. Also, to clarify, it is not as though self-driving cars of today could not likely manage to drive around on Halloween evening, it is just that out of an abundance of caution, it would seem unwise to do so at this time. 

Consider what might happen if some self-driving car did ram into a child on Halloween (for sake of discussion, assume luckily the child is completely unhurt per se), this would generate unbelievably big news and become the headlines seen or heard all around the world. It would be a public relations nightmare that would exceed any of the scariest things you might ever envision associated with Halloween. 

Let’s aim to avoid that kind of ghastly affair. 

In any case, when thinking about the future, someday, you’ll be able to park your broom and let the AI do all the driving for you. 

Happy Halloween to all and please be safe!  

Copyright 2020 Dr. Lance Eliot  

This content is originally posted on AI Trends. 

[Ed. Note: For reader’s interested in Dr. Eliot’s ongoing business analyses about the advent of self-driving cars, see his online Forbes column:] 


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How 5G Will Impact Customer Experience?




5G is the breakthrough technology promised to bring new innovations, change the way people are traversing through the Internet with its faster connection speeds, lower latency, high bandwidth, and ability to connect one million devices per square kilometre. Telcos are deploying 5G to enhance our day-to-day lives.

“When clubbed with other technologies like Artificial Intelligence, Internet of Things (IoT), it could mean a lot to a proliferation of other technologies like AR/VR, data analytics.” 

5G can be a boon for businesses with the delivery of increased reliability, efficiency and performance if it can be used to drive more value to the customers as well as the business stakeholders and meet their expectations with the help of digital technologies as mentioned below:

Consumer Expectations are on the Rise

In modern days, customer service teams provide and manage customer support via call centres and digital platforms. The rollout of 5G is expected to unleash more benefits with a positive impact on customer service as they improve their present personalized service offerings to customers and allow it to further create new solutions that could develop their customer engagement to win great deals.

For instance, salespeople in a retail store are being imbibed with layers of information about customers’ behaviour and choices that will help them build a rich and tailored experience for the customers walking down the store.

Video Conferencing/streaming is Just a Few Clicks Away

Video support is considered to be a critical part of Consumer Experience (CX) and will open new avenues for consumer-led enterprises.

“As per a survey conducted by Oracle with 5k people, 75% of people understand the efficiency and value of video chat and voice calls.” 

CX representatives used the video support feature to troubleshoot highly technical situations through video chat and screen sharing options with few clicks, potentially reducing the number of in-house technician visits during critical situations like coronavirus pandemic.

Also, nowadays video conferencing is facilitated with an option to record a quick instant video describing the process/solution and discarding the long process of sending step-by-step emails. Enterprises can develop advanced user guide for troubleshooting issues featuring video teasers for resolving common problems.

However, high-definition video quality is preferable for video conferencing, chat and demands for an uninterrupted network with smooth video streaming. This means operators need to carry out network maintenance activities on regular intervals to check whether there is any kind of 5G PIM formation on these network cell towers that could reduce receive sensitivity and performance, thereby deteriorating network speed, video resolution etc.

Thus, PIM testing becomes critical for delivering enhanced network services without interference, necessary for high-resolution online video conferencing, chats, and many more.

Increased Smart Devices and the Ability to Troubleshoot via Self-Service

The inception of 5G will give a boost to the IoT and smart device market which is already growing.

These smart devices IoT connections are expected to become twice in number between 2019 and 2025 i.e. more than 25Bn as per the GSM association which is an industry organization representing telecom operators across the globe.

With lower latency and improvisation in reliability, 5G has a lot more to offer as it connects a large number of devices. This will ultimately curb the manpower needed for customer support thereby reducing labour costs for the enterprise. Moreover, these IoT connected devices and high-speed network of 5G permit consumers to self-troubleshoot these devices at their own homes.

In order to facilitate these high-resolution networks, telecom operators need to perform 5G network testing and identify issues, take corrective actions that could improve their network and integrate with advanced capabilities, making it more efficient than previous connections with the wider network coverage.

Enhanced Augmented Reality (AR) / Virtual Reality (VR) Capabilities

As these tools are being widely used, customers are provided with virtual stores or immersive experiences using AR to view a sneak peek of the products in their house in real-time.

“‘Augmented Retail: The New Consumer Reality’ study by Nielsen in 2019 suggested that AR/VR has created a lot of interest in people and they are willing to use these technologies to check out products.” 

Analysis of Bulk Data With Big Data Analytics

Enterprises have to deal with a huge volume of data daily. 5G has the ability to collect these data and with its advanced network connectivity across a large number of devices, it delivers faster data analytics too.

Companies will be able to process this vast amount of unstructured data sets combined with Artificial Intelligence (AI) to extract meaningful insights and use them for drafting business strategies like using customer behaviour data sets to study their buying behaviour and targeting such segment with customized service offerings as per their requirement.

As per Ericsson’s AI in networks report, 68% of Communications Service Providers (CSPs) believe improving CX is a business objective while more than half of them already believe AI will be a key technology that will assist in improving the overall CX. Thus, big data analytics will be crucial for harnessing all new data and enhance the customer experience.


Looking from a CX point of view, 5G benefits will far extend beyond the experience of a citizen. Real-time decisions will accelerate with the prevalence of 5G and application of other new-age technologies like AI, ML, IoT, etc. As 5G deployment will continue to grow, so is the transition of each trending processes mentioned above that will ultimately improve your business in terms of productivity, gain a large customer base and bring more revenues.


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