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PROGRAM 14 · TEAM TRAINING

AI & Data for Telecom Professionals

Know which customers will leave, answer them faster, and report in minutes.

8 sessions3 modules4 hands-on projects3 days · 9 am–5 pmCertificate on completion
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Request a proposalSee the curriculum

Who this course is for

  • Customer care, contact centre and complaint management teams
  • Product, pricing, CVM and marketing teams
  • Network operations, NOC and field maintenance teams
  • Sales, distribution, retailer channel and regulatory affairs staff

What your team will be able to do

  • Turn complaints and social comments into clear customer insight
  • Build a reply library and offer copy for every major segment
  • Clean usage, recharge and network data and spot churn signals
  • Deploy four working automations in your own telecom team
How it runs

3 days at your office, 8 sessions

Three sessions a day plus a hands-on build lab every afternoon. Day 3 ends with capstone presentations.

Day 1

9:00 am – 5:00 pm

AI chatbots for telecom work

9:00–10:30S1Prompt engineering for telecom
10:30Tea break
10:45–12:15S2Customer care & complaints
12:15Lunch & prayer
1:00–2:30S3Offers, campaigns & network reporting
2:45–4:30LABBuild lab: reply library and offer campaigns on your files
4:30–5:00Q&A and day recap

Day 2

9:00 am – 5:00 pm

Churn analysis, then the first two builds

9:00–10:30S4Formulas & telecom data cleaning
10:30Tea break
10:45–12:15S5Churn, revenue & network analytics
12:15Lunch & prayer
1:00–2:30S6Project 01 & 02: Assistant & site tracker
2:45–4:30LABBuild lab: churn dashboard, assistant and alerts
4:30–5:00Q&A and day recap

Day 3

9:00 am – 5:00 pm

Last two builds and the capstone

9:00–10:30S7Project 03: Complaint escalation
10:30Tea break
10:45–12:15S8Project 04: Vendor invoice extraction
12:15Lunch & prayer
1:00–3:00LABCapstone build clinic
3:15–4:30LABCapstone presentations
4:30–5:00Certificates and next steps
Group: 10–40 people from one organisationSame content and projects in both formatsBangla delivery with English technical termsEvery session ends with a deliverable
Curriculum

8 sessions, one build in each

3 modules · 8 sessions · 4 hands-on projects

PART 1AI Chatbots for Telecom WorkSessions 1–3

Chatbot Landscape & Tool Selection

  • Gemini, ChatGPT, Claude, Copilot and DeepSeek: strengths for telecom work (complaint themes, Bangla replies, incident summaries, large KPI tables)
  • Free vs paid tiers; a workflow that needs no international payment card
  • Bangla vs English output quality; when to draft in English and translate
  • Which tool for a long document, which for a formula, which for a polished letter

Prompt Engineering Fundamentals

  • What a prompt is; why the same question gives different answers
  • The four-part structure: role, context, task, output format
  • Role prompting: act as a customer care lead, CVM analyst, product manager or NOC engineer
  • Controlling output: length, tone, language, table or bullet format

Advanced Prompting Techniques

  • Few-shot prompting: teaching the model with examples of your own telecom work
  • Step-by-step reasoning for multi-part tasks such as comparing two data pack offers on value or finding the cause behind a spike in complaints
  • Constraint prompting: what to include, what to exclude, what to never assume
  • Chained prompts: breaking a retention campaign (churn signal → segment → offer → message → measurement) into a sequence of smaller steps

Iteration & Prompt Library Building

  • Why the second prompt matters more than the first; refining instead of restarting
  • Diagnosing a bad output: vague instruction, missing context or wrong tool
  • Building reusable prompt templates for repeated telecom tasks
  • Testing a prompt before it goes into daily use

Data Privacy & Verification Discipline (Core)

  • What must never be pasted: subscriber MSISDNs, names and NID details, call detail records, location data, unreleased tariffs, network passwords and IP plans
  • Anonymising data before prompting; safe vs unsafe telecom use cases
  • Hallucination awareness; verifying every figure, date, name and legal reference
  • The verification rule: AI drafts, a person checks before anything leaves the building
DELIVERABLEa personal prompt library of 10 templates for your repeated telecom tasks.
PART 2Telecom Data Analysis in Excel & Google SheetsSessions 4–5
PART 3Applied Projects: AI Assistants & AutomationSessions 6–8
Applied projects

Four automations, running in your organisation

01Session 6

Product & Process Knowledge Assistant

Agents, retail staff and social media teams ask about tariffs, offers and processes and get answers from your guides, with the section cited.

  1. INTariffs, offer terms & guides
  2. AIGrounded Gemini assistant
  3. OUTAnswer with the section cited
Built with Google AI Studio
02Session 6

Licence, Lease & Site Compliance Tracker

BTRC deadlines, site lease renewals, maintenance schedules and vendor SLA dates checked daily, with alerts 30, 15 and 7 days ahead.

  1. INLicence, lease & site tracker
  2. RUNDaily Make scenario
  3. OUTAlert to the right owner
Built with Make · Sheets · Gmail
03Session 7

Complaint Escalation & Resolution

Escalated complaints routed by category to the right resolver team, with SLA timers, breach escalation and repeat-issue flags.

  1. INEscalated complaint form
  2. RULESSLA routing script
  3. OUTTracked case with SLA status
Built with Apps Script · Forms
04Session 8

Vendor Invoice & Site Report Extraction

Vendor invoices, site reports and generator logs become clean rows, matched against contract rates, with missing reports flagged.

  1. INInvoices & site reports
  2. AIGemini structured extraction
  3. OUTChecked rows in your sheet
Built with Gemini API · Drive

Capstone presentation

Each person presents one automation built for their own workplace.

Day 3 afternoon
Applied across every session

Responsible & Ethical AI in Telecom

Fairness & Non-Discrimination

  • Where bias enters telecom decisions: data, wording, criteria and past patterns
  • Proxy discrimination: address, age, gender or background inferred indirectly

Privacy & Data Protection

  • Data minimisation: collect only what the decision requires
  • Retention and deletion of subscriber, retailer and employee data

Subscriber Privacy & Fair Treatment

  • Usage and location data are used only for approved purposes
  • Churn models suggest outreach, they never cut service or change tariffs on their own

Accountability & Human Oversight

  • Human-in-the-loop by design: AI recommends, a named person decides
  • Who owns an AI-assisted decision when it is challenged

Workforce Impact & Your AI Use Policy

  • Talking to telecom teams about AI without triggering job-loss fear
  • Reskilling and role redesign as AI absorbs routine work
Outcomes

By the end, your team can

  • Choose the right AI tool and write prompts that work first time
  • Maintain a prompt library covering your repeated telecom tasks
  • Turn complaints and comments into themes and root causes
  • Write segment offers, retention messages and operations reports
  • Clean usage and complaint data and build a churn and service dashboard
  • Build and deploy automations with Make, Apps Script and the Gemini API
  • Apply fairness, transparency and privacy to every AI-assisted decision

And leaves with

A complaint theme report and a 30-reply library
Three segment offer campaigns and a weekly operations summary
A churn-risk and service-quality dashboard
A grounded product & process knowledge assistant your colleagues can use
A licence, lease & site compliance tracker that reaches the right owner
Four deployed automations running in your own organisation
A written AI use policy for your own telecom team

Tools your team will use

Chatbots
ChatGPTGeminiClaudeCopilotDeepSeek
Content
CanvaGammaCapCutGoogle Slides
Data
Microsoft ExcelGoogle SheetsPower Query
Workspace
GmailCalendarMeetFormsDrive
Automation & AI builds
MakeGoogle AI StudioApps ScriptGemini API
Telecom tools
Looker StudioPower BI basicsPower Query for large exports

What participants need

  • A laptop with Excel and a Google account
  • Basic Excel comfort (VLOOKUP, Pivot Tables) and a masked sample of your complaint or usage data
  • One real work file to practise on from Session 2
  • No coding background required; free tiers only

How your team will learn

  • build-along classes (you work while the trainer works)
  • practise on your own workplace file, not dummy data
  • every session ends with a deliverable
  • Bangla delivery with English technical terms
  • recordings, prompt library and setup guides
  • certificate after capstone submission
Request a proposal

Bring this program to your telecom team

Tell us about your team. We reply within one working day with a plan built around your own documents and workflows.

  1. 1 · A short discovery call with your telecom lead
  2. 2 · We tailor examples to your masked files
  3. 3 · Offline at your office, or online live classes
Chat on WhatsApp
Request a proposal