Question

- Give examples in written format of how, during the past 10 years, Internet and Telecommunications technologies, e.g., mobile commerce (m-commerce), proliferation of web-based services, Interactive Voice Response systems (IVRs) have changed some of the services that you use.

Answer 1

The impact of Internet and Telecommunication Technologies:

With every decade, the use of new telecommunications systems is progressing faster and becoming more widespread in society. Digital living will include less and less dependence on being in a specific place at a specific time, and even the transmission of place itself will start to become possible

Following are the ways in which technology is changing the IT services.

1.Search:

• When customers need help, their first instinct is to search online
• Information will be located on the vendor’s website, prompting visitors to go there

2.Chatbots:

• Most vendor websites offer the option to chat online
• More advanced chatbots use Artificial Intelligence to understand the meaning of a sentence, and to learn from question-and-answer sessions
• a chatbot can manage an unlimited number of simultaneous conversations, provide answers faster than a human could, and deal more patiently with difficult customers.

3.Cloud:

• Cloud computing is a key contributor to digital transformation
• There are many cloud-based applications for IT service delivery tasks such as Customer Relationship Management, Help Desk, Remote Network Management, and others

4.Mobile:

• in IT service, where a lot of interaction takes place between IT-savvy engineers, using an app might be the preferred mode of communication.
• An app also let you gather information about the user, which can help you customize the user

5.Social :

• customers will want to communicate to you via social media such as Facebook, WeChat, or WhatsApp.
• Many companies already provide “social support,” with varying degrees of success

Impact of Telecommunications:

• Telecommunications provides a technological foundation for societal communications.Communication plays a central role in the fundamental operations of a society from business to government to families. Communication from Web browsing to cell phone calling to instant messaging has become increasingly integrated into how we work, play, and live.
• Telecommunications enables participation and development of people in communities and nations disadvantaged by geography, whether in rural areas in the United States or in developing nations in the global society and economy
• Telecommunications provides vital infrastructure for national security From natural disaster recovery, to homeland security, to communication of vital intelligence, to continued military superiority.